The Senior Service Manager (Wintel) is responsible for the portfolio of Wintel services in Digital Workplace Services, such as:
- Wintel OS/Hardware,
- Software Distribution,
- Active Directory,
- Physical and virtual devices management and Print.
Leading the delivery of the Wintel services, ensuring support of existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. Will also be responsible for service management across platforms, multiple channels and services to ensure service availability, performance reporting and process maturity across this landscape.
- Accountable for the delivery of Wintel functions. Engages with stakeholders and the Lead Service Transition Manager to ensure that new and enhanced products and services have the right service support arrangements in place to ensure benefits are realised and add value to the business.
- Leads investigative work into problems and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to produce solutions.
- Takes accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes.
- Influences stakeholders and manages relationships effectively. Builds long term strategic relationships. Facilitates and delivers the business outcomes.
- Sees the bigger picture by taking groups of services, investigating how to get the best of underlying services.
- Provide guidance to others on working in the strategic context. Evaluates current strategies to ensure business requirements are being met and exceeded where possible.
- Utilises prediction methodologies to derive and maintain a holistic view of key trends and across multiple processes.
- Gives direction on which tools and methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user.
People management responsibilities
Up to 3 Service Delivery Managers
Budget management responsibilities
1m – 5m budget responsibility
Key contacts/relationships/stakeholders managed
- Service Delivery Management and Operational team members
- Digital Services, Service Operations Director, Head of Service Operations, Head of Service Management, and Digital Services Senior Leadership team
- Design and Strategy colleagues within the Directorate
- Programme, Commercial, Procurement and other colleagues across all Directorates
- Consultants, contractors, and suppliers
Business Knowledge and Experience
- Has an in-depth understanding of ITIL principles and processes, and the ability to apply the technical knowledge in project or programme activities.
- Good change management and transformation experience.
- Demonstrable evidence of leading team dynamics and collaborative working.
- Demonstrable evidence of engaging with key stakeholders at a senior level (including internal management and supply chain) to achieve desired outcomes
- Excellent working knowledge of Service Support for customer and user focus
Functional / Technical Skills
- Manages customer service functions, including responding to issue reports, information requests and access. Uses results of customer satisfaction measurements to improve services and has successful relationships with customers.
- Able to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information. Such skills include: demonstration of the ability to apply logical thinking, gathering and analysing information using comprehensive tools and techniques, the use of data to formulate both short term day-to-day and longer term strategic plans, and the ability to identify and analyse options and assess feasibility and operational impact. Ensures that the business solution aligns with the vision, mission, objectives, strategy, business and user needs and can identify and recognise a viable solution or control.
- Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
- Identifies, analyses, manages and monitors relationships with and between stakeholders. Clarifies mutual needs and commitments through consultation and consideration of impacts. For example, the coordination of all promotional activities to one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier; assistance to the customer to ensure that maximum benefit is gained from products and services supplied.
- Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
- Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
- Has an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities
If you wish to apply for this position, please email us at firstname.lastname@example.org