JOB DESCRIPTION
Department:IT Services
Post Title:ITService Manager
Grade:Grade 8
Reports to:Assistant Director, Core Service Delivery
Direct reports:IT Service Desk Team Leader
Responsible for:IT Service Desk, Laptop Support, Switchboard, Dept. Service Reporting
Department Summary
The IT department is responsible for the delivery and support of all aspects of Information Technology within the College. The Department is responsible for all the operational aspects of IT including first to third line support, network, telecommunications and server infrastructure; the development, implementation, integration and support of applications; and delivering IT projects and change.
Position Summary
The Service Delivery Manageris responsible for the delivery of IT services to our customers, namely students (undergraduates and postgraduates) and staff (professional services and academics).
They will be responsible for driving service improvement through accurate and timely management information reporting on service metrics. The Service Delivery Manager will own, develop and embed the key ITIL processes (Incident, Request, Problem) into the organisation to drive up standards and performance. In addition, the role-holder will provide leadership and management to the first line IT Service Desk and Mobile Device support teams.
The post-holder owns the configuration and development of the IT Services call-logging tool, Footprints, and is responsible for gathering the feedback and improvements required from the customers in order to deliver the highest levels of service.
The Service Delivery Manager will play a key role in the release of new services and will ensure their transition to service will minimise the risk of incidents and ensure a smooth release.
The main responsibilities of the post are:
- Own and manage the Incident, Request and Problem Management processes, ensuring high levels of performance in these areas and providing regular, timely and factual reporting on performance.
- Deliver suitable management information reporting to the senior IT leadership team with key metrics to measure the service improve performance, quality and consistent work practices and improvement opportunities.
- Operationally manage the Critical Incident (CI) process.
- Work with Team Leaders in all areas of the Department to improve performance, quality and consistent work practices
- Establish key stakeholder relationships (Team Leaders in other Groups in the Department) in order to follow-up where there problems with call resolution to determine the cause.
- Oversee and coordinate training and support in IT service management (ITIL processes) and the call logging tool (Footprints) across the Department.
- Develop, manageand implement the communication planwith all users of IT Services (students and staff) to ensure timely, concise and relevant information about service delivery, including, but not limited to, service outage, service risks, service changes or improvements and general way-finding information etc.
- Liaise with customers on a regular basis to determine service improvements and to understand the landscape of the user-base.
- Ensure high levels of customer service are provided to all users of IT Services.
- Work effectively with the Project Delivery Group to establish effective processes to release new or modified IT services into production.
- Develop, implement and regularly review SLAs and OLAs based on business requirements, informed by service reporting and data.
- Provide leadership to the IT Service Desk and Mobile Device support teams.
- Analyse the impact of new services on the IT Service Desk team and ensure adequate training and handover has been provided to accept the support of the service.
Any other duties as required by the line manager or Head of Department that is commensurate with the grade.
As the needs of the College change so the above job profile, duties and location of the role within the Faculty of the College will be adjusted accordingly.