SEO Service Manager job in Glasgow at Home Office

SEO Service Manager

Company: Home Office

Location: Croydon UK

Date Posted:Mar 13, 2018

About the Home Office  The Home Office leads on immigration, passports, drugs and crime policy, counter-extremism and counter-terrorism and works to ensure visible, responsive and accountable policing in the UK.  These are challenging areas that can rapidly change in the global environment we work in - this makes us one of the most exciting and stimulating government departments to work in. If you work with us, you'll be making a real difference. You could be designing and building solutions to help people prove their identity or apply for visas, or working on the critical IT systems that support policing and help protect UK borders.  Home Office Digital Data and Technology (HO DDaT) designs, builds and operates key technology services. It is an enormously exciting time to work for the Home Office as we embark on some of the most challenging and transformational technology projects the Department has ever seen. You’ll have an opportunity to shape the future and support our objective to deliver exceptional services for everyone.  Our work is guided by these fundamental principles:  •             Put user needs first •             Delivery and outcomes over process •             Make the most of openness – open standards, open source, open data and open markets.  We value everyone's skills and provide a creative and supportive environment to help you do your best work.  About the team  The Home Office is embarking on the largest IT transformation programmes it has seen in years. As well as the delivery of new, increasingly digital based, services it is moving to a SIAM based operating model. This role is an opportunity for you to join and influence this transformation. There are several exciting Senior and Service Manager vacancies that are available immediately. If you have a strong background in IT service management, enjoy working in a fast pace environment, are proactive and adaptable, and would like to influence change in one of the largest government organisations then please send forward your details. The position will involve liaising with senior internal and 3rd party stakeholders involved in some of the most cutting edge skills and topics within information technology for some unique and critical national services. Continue reading to find out further details.  Live Services (LS) provides high quality IT services to HO DDaT customers by – •             Providing our users with the tools they need to access and engage with services, including a Technology Service Desk, product portals and collaboration tools. •             Providing professional Service Management & Integration, including effective operational control, service performance and supplier management processes. •             Delivering the technical Service Support capabilities required to operate our platforms, applications and toolsets. •             Maintaining the Operational Security of our live services. •             Controlling the Service Architecture and lifecycle management of our services. •             Providing effective Business Management to ensure that Live Services operates as a highly effective organisation.  Responsibilities and accountabilities  The job holder will be assigned to a particular business area of the Home Office, and has specific responsibility to: •             Act as the client’s point of contact for the service delivery for all, or part, of a business. The Service Manager (SM) is knowledgeable about the customer’s business and IT and brings this knowledge to the Service Operations organisation. •             Acts as the integrator and provides two way communication as necessary between Customers and the IT Suppliers and represents the user estate on change, incidents etc. (acting as the customers proxy in Service Operations). SM will communicate or ensure communications go to IT contacts across the necessary customer base on operational matters (e.g. upgrades and outages). This will be in addition to service communications delivered on IT Portals and via the Service Desk. •             Ensure Customer receives the highest level of service from the Service Operations team and managed suppliers •             Validate supplier invoices, review financial forecasting, understand mitigations and performance achieved •             Identify, manage and escalate service risks in accordance with HO policy and process •             Manage customer expectations and communications as necessary •             Act as a change agent within the Service Management team •             Drive Customer Satisfaction and Service Improvement initiatives •             Maintain a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation •             Deliver small projects/changes that may impact BAU service and represent customers in Operational Readiness Reviews. The SM can be responsible for completing ORR and may be asked to contribute to enterprise led projects. •             Attend Change Management meetings to ensure that customer impact of proposed changes are properly assessed and understood prior to approval •             Respond to and manage customer requests for information/support or complaints •             Represent customers on Major Incident and Service Continuity Restoration teams. Bring understanding of customers business and technical environments to these forums •             Drive continuous improvement, identifying and leading initiatives in the Services and Processes arena and supporting continuous improvement across customer services •             Identify and implement opportunities to reduce costs •             Support the monitoring of existing services and review services in line with best practice benchmarks, customer needs and operational objectives •             Ensure customer experience is considered as part of all changes •             Ensure that service measures adequately and accurately reflect customer experience  Training  HO DDaT invests significantly to ensure that its resources have the skills required to excel in their job performance today, and to achieve their career aspirations in the future. Commonly offering to support the ITIL suite of courses right up to expert level is available, and working towards SIAM training.  Essential Criteria  You will need to demonstrate within your application the following essential experience:  •             Strong technology based Service Management experience with ability to demonstrate effective customer focussed service delivery. •             Must have demonstrable Relationship Management experience building and maintaining effective relationships with a current team, wider teams, suppliers and external stakeholders. •             Must have established, led and or supported service review regimes with suppliers (internal and external) and business stakeholders, to drive required quality service delivery against agreed service levels and outcomes. •             A sound understanding of technology evidenced by insightful, knowledgeable and effective end-to-end service management of a range of complex, large and / or disaggregated services. •             Experience of driving continual service improvements through the measurement and challenge of services and processes, tools and capability.•             Confidence and enthusiasm are important in order to demonstrate credibility and maintain engagement of stakeholders.  Desirable Criteria  •             ITIL qualifications. •             Knowledge of ServiceNow. •             Experience working in a SIAM model. •             Experience working in an Agile project delivery environment. •             Experience supporting the design, agreement and implementation of the relevant service. •             Model standards and processes across a range of suppliers. •             Financial and / or commercial knowledge in respect to technology delivered services. •             A relevant academic and / or vocational qualification. For further information and details of how to apply please visit the Civil Service Website  View full job description
JobCentre Plus 10 months ago
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