Service Operations Manager
Roles & Responsibilities
As the Cross Functional SME you will be responsible for the Overarching Service Design and end to engineering and integration of the SOM solution. This role will be responsible for defining the interfaces between the ITSM/ITOM and supporting services ensuring that there are no Service, functional or integration gaps and guiding the individual teams who will deliver the individual capabilities (Service Desk, Monitoring, etc.). This role will require strong collaboration with the SOM Design Leads, Programme Architects and other external teams including suppliers.
You will also be responsible for ensuring the overall quality of the solution focusing on Service and ensuring that key elements such as SOM Catalogue Services, Capacity, Availability, Security and Assurance are managed. Responsibilities also include ensuring that the solution is brought together and integrated as a whole in preparation for handing over to the operational organisation. Part of the role involves ensuring that the full set of operational roles and tasks are identified, training is planned and releases of SOM are coordinated and managed.
Included in the Cross Functional SME role are the following capabilities
The role requires proven track record in Service Management Solutioning covering, Requirements gathering and management (supporting BA's),
Solution Architecture (overarching Service Design) providing end to end technical and service solutions. Ability to decompose requirements into functional capabilities (monitoring, configuration management, etc.) and manage as discrete entities. Ability to produce High Level Design and guide teams in producing Low Level Design and Build artefacts. Ability to integrate functional capabilities into an operational Service covering training, operational procedures and documentation. Ability to Manage and direct testing activities across complex services. Ability to deal with large scale and complex Service Management environments
Recent expertise in delivering Service Management on virtualised/cloud platform into a multi-suppliers environment.
Attention to detail ensuring designs complies with requirements and demonstrates traceability through the lifecycle with a strong focus on Service, SLAs and Performance.
Strong Hands on ITIL experience with detailed process expertise.
Recent hands on Implementation of Service Management Processes and Tools.
Must have experience in Service Desk, Service Catalogue, Event & Monitoring, Configuration Management, Orchestration & Automation
Must have strong Security exposure/expertise integrating SOC and End Point security with Service Management capabilities.
Must have proven expertise in producing high quality designs and documentation.
Strong leadership and self-motivated
Strong communication skills
Experience leading and directing engineering teams
Ability to work collaboratively across multiple disparate teams
Vendor management experience
Skills Nice to have
Organisation Transformation expertise
Knowledge of CA Monitoring
Knowledge of Service Now
Knowledge of Puppet
Knowledge of Citrix