Service Manager

Job reference number 119102 Service Manager Full time Permanent Rowland Hill House Job Purpose The Service Manager represents Royal Mail in the delivery of all existing and new IT Services that supports Royal Mails business. The role is responsible for ensuring that Royal Mails IT Services are delivered as specified in the formal agreements between the Business, the Technology Organisation and the Suppliers. Key Accountabilities Manage the day to day delivery of IT Services. Establish excellent relationships with the customers, suppliers and business. Perform the out of hours duty manager role on a rota basis, and co-ordinate Service Providers to resolve Major Incidents Analyse performance data and service monitoring capabilities to identify trends, underlying issues and services that are in need of improvement and propose appropriate remediation to the relevant Senior Service Manager Proactively search for opportunities to improve the effectiveness and efficiency of the Royal Mails IT services. Lead the implementation of Service Improvement Plans Present the performance management reports from Service Providers in a format that provides insight and allows effective, informed management decision making and awareness Work closely with other teams in Service Delivery to ensure all new services and changes to existing service are accepted into Service in a controlled and seamless manner Support the Senior Service Manager to ensure appropriate Service Level Agreements between the Business and Service Delivery. Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need Support the Senior Service Manager to ensure the Service Catalogue is accurate and current for all Royal Mails IT Services Support the Senior Service Manager to ensure Service Risks are identified, understood and mitigated Support in embedding a culture of collaboration across Royal Mails Service Providers, creating high performance virtual supplier teams focussed on delivery service availability Co-ordinate the involvement of all parties in the resolution of long running or complex High Priority Incidents Oversee the investigation, diagnosis and coordination of resolution and recovery actions for all High Priority Incidents. Ensure the business impact is understood and effectively communicated to all business stakeholders. Drive and deliver the production of root cause analysis and remediation actions for all High Priority incidents Support the Major Incident Management Process within Royal Mail Key competencies: Have strong analytical capabilities and excellent communication skills Have experience in Service Management and Service Level Agreements Must be able to work with the technical staff from the Suppliers on a day-day basis. Experience of working in an ITIL compliant environment (ITIL qualified Desirable) Excellent track record of managing suppliers in reaching successful outcomes Awareness of Public and Private Cloud, Data Centre hosting, and technologies which underpin core infrastructure, and enterprise applications an advantage. About Royal Mail: The Royal Mail Technology team is passionate about delivering high-quality products and outstanding digital experiences to our customers. Technology is instrumental in helping us achieve our objective to be recognised as the best delivery company in the UK and across Europe With a workforce of almost 160,000, our core network handles c.14 billion letters and c.1.8 billion parcels a year, delivering to c. 30 million addresses, 6 days a week. Our technology therefore needs to operate at scale. As a data driven business, with the largest PDA estate in the country, our systems need to handle more than 60m scan events and 1.4bn data points per day. Royal Mail is committed to building an internal development and testing capability, driving digital innovation across the business enabling our business to transform at pace. You will be working for a brand that’s a household name and a critical part of the UK’s infrastructure. Our technology vision is to “Enable, Digitise, Realise”: Enable - Create environments where open conversations are the norm and where teams work alongside each other to complement skills. Digitise - Utilise Technology to support the business. Making Technology thinking integral to the business. Increase the level of automation and implement connected systems. Realise - Invest in technology and keep taking all opportunities to consolidate systems. Focus on removing complexity within our systems and enable our cost base to decrease. We are fully embracing Agile and DevOps, and using tools such as Alexa, Azure and Google Cloud, Chatbot, Microsoft .NET Core, Angular and mobile apps. Our priorities include: Our postmen/women use 80,000 Android mobile devices and we are continuing to roll out new Apps all the time to help them to deliver a first class customer service. International business is one of our fastest growing areas - our IT systems have to integrate with IT systems in over 200 different territories in order for customers to track their parcels around the world. Continuously expanding our services to our customers, utilising predictive analytics and personalised services. Transforming our customer’s digital journey’s through our website which is in the top 50 most visited UK websites – with 300m visits per annum, from 100m devices, resulting in 1bn page views, with 9.2m registered users, 20m unique visitors per month, and peaking at 7m visits per day during the Christmas peak. We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2019 for a 6th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants. We are happy to have a conversation about flexible working, depending on the role and subject to business needs. We are an inclusive employer with equality, diversity and fairness at the heart of our values. We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants. Closing Date: 23/03/2020. Please note, this advert may close early if the appropriate number of applications has been reached. LI