Digital & Data Service Manager
The Digital and Data team are creating a high performing team that can provide excellent support to the complex multi functions of the WMCA. Our key aim is to deliver a robust, high-quality customer-focused Digital and Data function to our stakeholders. This is an exciting opportunity to join us at a time when we’re modernising our ways of working and delivering significant advancements in our digital services – and your expertise will help develop and shape our future vision and implement cutting edge technologies.
As our Digital and Data Service Manager, you will lead and manage the delivery of a high performing, effective and efficient service management function, including service desk, to WMCA and partner organisations. In this post, you will be responsible for the management and delivery of processes and practices for the Digital and Data functions, and support, deliver, govern, and continually improve the Digital and Data strategic transformation plan to improve customer experience.
What will you be doing?
- Develop service level agreements (SLAs), operational level agreements (OLAs) and any other contractual obligations to WMCA, partners and suppliers while also managing the service performance against these agreements
- Manage relationships with stakeholders effectively and co-ordinate activities across hierarchical and matrixed teams, including managing associated communications through clear reporting
- Maintain the robust service management procedures service desk and, facilities, and tools (for example Knowledge Articles), ensuring documentation is kept up to date and is accessible
- Responsible for the delivery of the Major Incident process, ensuring resolution is in line with the business defined major incident policy, process, and communication plan
- Conduct root cause analysis on all service desk calls, particularly priority calls, seeking and addressing process failures to identify lessons learnt and continuous improvement
We are seeking an ITIL v4 Qualified candidate, who has significant experience of IT Service Management, coupled with the ability to lead a team and meet KPI targets across the Digital and Data functions. They will be experienced in managing the delivery of IT services from project delivery to BAU, and managing the overall service desk function and it's processes.
This individual must have an understanding of SLA and OLA agreements, with proven experience of managing service relationships with customers and service providers. Given the nature of this role, it is important that this candidate also has the knowledge of creating and managing Service Catalogues and service improvement activities across ITIL processes and it's functions.
WMCA is committed to a better connected, more prosperous, fairer, greener and healthier region. This is our vision. We will achieve our vision through living our values which are central to how we work and interact with our wider partners and stakeholders.
We’re a partnership organisation. Our people feel valued and respected, have a can-do attitude and are innovators. We try new ways of doing things, we aren’t afraid to fail, learn from what went wrong and try again. Our people are empowered to be creative and explore and innovate.
We are a “Leaders in Diversity” accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to building a team of people with varied backgrounds and experiences as we recognise that this will only benefit us as an employer, the more inclusive we are the better our work will be.
As an organisation, we will continue to adapt and develop to the opportunities and challenges ahead. We will continue to transform ourselves and our organisation into the best we can be, underpinned by our values and behaviours and everyone contributes towards achieving our vision.
Furthermore, wherever possible we will offer flexible working options which assist work-life balance. We are very happy to discuss a flexible working pattern that suits your needs, so please do not let that be a barrier to applying. If your values align with ours and you’re committed to working towards creating a future we can all be proud of, we want to hear from you.
About your application
You will be asked to upload an up-to-date CV and a supporting statement which demonstrates how you meet the essential criteria for the role for which you are applying.
If you would like to discuss alternative methods to the online application as a reasonable adjustment please contact the Resourcing Team by email (firstname.lastname@example.org).
16 Summer Lane, Birmingham, B19 3SD. Hybrid working conditions are currently in place which means working remotely and coming to the office when required.
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