Head of Colloboration Manager

Summary of Role Raytheon UK has an opportunity for an experienced IT professional to fill the role of Collaboration Service Manager within the UK Information Technology function. Reporting to the Head of Collaboration Services, the successful candidate will be responsible to provide support and direction to the collaboration teams technical specialists, managing daily BAU operations and ticket management, major incidents for the service area, reporting overall service status and identifying risks, in a backfill capacity to enable the Head of Collaboration services to focus on the introduction of impending new services as part of the IT Transformation Programme taking place throughout 2020. Main Duties + Management of the Collaboration Services technology area and own the operational supplier and customer relationship for the service. + Responsible for the management and support of a portfolio of Enterprise level Collaboration applications including Intranet, Email, Messaging, Document Management, Intranet and Web Application Support and other associated collaboration portfolio Services. + Build strong working relationships and effective alignment across functions and businesses in Raytheon UK, Raytheon International counterparts, and Partner/Subcontractor community to enable continuously improving and efficient delivery of Services. + Manage service delivery including the performance, security, development, maintenance and measurement of the service, with a continuous improvement approach. + Manage Service Improvement Plans for each service area and ensure this is clearly understood and communicated to peers and customers through regular Service Review meetings and events. + Maintain Service quality levels, overseeing diverse and complex customer service events that require drive and focus to resolve. + Develop and maintain the interim Service Catalogue and Configuration Management Database for your service. Manage incidents, problems and changes to the service efficiently and effectively following the agreed and documented processes. + Maintain system documentation, support procedures and rota/cover arrangements with actively managed preventative upgrade cycles. + Effectively manage operational supplier performance and repairs & maintenance contracts, including software licencing compliance, software licence & support contract agreements and renewals, supplier selection and due diligence, and maintenance of up-to-date NDA's. Identify, engage and ensure third-party support and delivery resources to supplement the team effectively during high peaks of demand or specific project work. + Effectively manage the teams deliverables: Tickets, Small Works Projects + Meet IS assurance, governance and policies to ensure we operate with confidence, through effective maintenance of secure and stable IT platforms for the business, adherence to company security, accreditation and audit requirements. + Ensure backup schedules & data retention and period maintenance are aligned. + Proactively identify and manage risk via Risk Registers. + Plan, agree and participate in scheduled BCP/DR exercises. + Maintain effective Asset Management and license compliance, system vulnerability management as required. + Lead a team of specialist staff who are responsible for designing, delivering, monitoring upgrading and retiring applications within the service area. + Prioritise staff workloads in line with demand, priorities and background maintenance and upgrade activities. Ensure any staffing, support and availability related risks to the service are understood and mitigated. Demonstrable Skills and Levels - SFIA Foundation Definitions + Autonomy - Works under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives. Establishes Milestones and has a significant role in the assignment of tasks and/or responsibilities. + Influence - Influences organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned work i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. + Complexity - Performs and extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and the wider customer/organisational requirements. + Business Skills - Advises on available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally.