Managed Services Manager, ITL5

Job Type IT
Region London
South East England
Location Bracknell
Preferred Hours Full Time
Partnership Level
This role is at Partnership Level 6 and includes entitlement to the following additional benefits:
  • Invitation to join the AXA Private Medical Insurance scheme
  • 5 weeks holiday
Further details will be provided at interview and upon successful offer
Closing Date 27/9/2018
Vacancy Type
Fixed Term - 12 Months
Salary £51,000 - £76,000
Salary Frequency per annum
Hours of Work
35 hours per week
09:00 - 17:30 or 08:30 - 17:00
Monday - Friday

Duties & Responsibilities

This role can be based from our London Victoria Office or Bracknell Head Office Campus. Travel to both sites will be required at times.

We are seeking an experienced Managed Services Manager to support the evolution of the practice in its Service Management capability.

The newly formed Service Availability team is actively recruiting individuals to support the Infrastructure & Operations objectives of “Operational Brilliance” and “Continual Improvement” to ensure the vitality of Principle 1:

“The Partnership's ultimate purpose is the happiness of all its members, through their worthwhile and satisfying employment in a successful business. Because the Partnership is owned in trust for its members, they share the responsibilities of ownership as well as its rewards - profit, knowledge and power.”

The Managed Services Manager co-ordinates and manages external suppliers and service providers to ensure the successful and efficient delivery of products and services required by Infrastructure & Operations. They are responsible for implementing clear management controls and administrative procedures to ensure the delivery of consistent and repeatable engagements across suppliers, and to support day-to-day service needs. They will review performance with all critical suppliers, in order to manage risk, expectations and promote continuous improvement so that all contractual obligations are properly discharged. In addition, they will provide and operate a governance framework to support IT Service Owners in their engagements with suppliers where the services are deemed less critical or are more focused in nature.

Job Requirements

In this role, you will be expected to:-

- Build, develop and maintain key stakeholder relationships, both internally within Partnership IT, as well as with both the Waitrose &
Partners and John Lewis & Partners divisions where required. Additionally, working closely with our suppliers and IT Procurement teams.
- Work with the Supplier Relationship Management practice within IT Procurement to develop clear performance measures and targets for
all external Service Level Agreements (SLAs) and agree these with suppliers.
- Monitor supplier performance against Service Levels achieved versus agreed targets.
- Review and report on the quality of Managed Service Provision.
- Conduct regular reviews with Managed Service Providers and IT Suppliers in order to address any performance issues, understand future
risks, promote continuous improvement and ensure that the agreement is providing value to Divisional IT.
- Ensure actions, improvements, recovery plans (where required) are tracked and completed by IT stakeholders and suppliers.
- Negotiate and agree corrective action where a Service Level has not been met, or where there is reason to believe that performance is
likely to fall below that expected.
- Engage with and provide support for IT Delivery via the Service Introduction function.
- Engage in the negotiation of supplier contracts in-conjunction with our procurement team
- Review and report on the financial performance of the IT Operations group on a monthly, quarterly and yearly basis.
- Be actively involved in concluding financial forecasting rounds (quarterly, half yearly, full year)

Required essential experience skills and qualifications

- Previous experience as a Service Manager
- A strong background with the ITIL framework v3
- An appreciation of a wide range of infrastructure technologies such as Middleware, Database, Networks, Server and Client.
- Experience of managing 3rd party resource and software suppliers
- Experience managing cost centres and/or producing financial reports

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