Head of IT Service Management & Service Integration

The Head of IT Service Management & Service Integration role leads a team to minimise any adverse impact on business operations, ensuring that agreed levels of service quality are maintained through the effective management and prevention of events and incidents, the drive to root cause and the drive for high quality change in our IT estate.

This is achieved through the rollout and continual improvement of ITIL service management good practice for the processes of Incident Management; Major Incident Management, Problem Management, Change Management, Event Management (The TSB Bridge) and effective Service Transition & Integration.

How you'll make a difference

By driving the Business Service Management function to work collaboratively with the Business areas and continue to identify and deliver improvements which help deliver the CIO SLA's and OKRs.

This role is focused on end-to-end operation of the IT service management practices and for CIO meeting the SLA's agreed with the business areas. With accountable for the Service Now Platform driving the overall roadmap, ensuring alignment with the business strategy and technology policies. You'll hold responsibility for design & configuration decisions to ensure a seamless user experience, aligned to platform design strategy.

What you'll bring

• Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. (SFIA: SLMO Level 6)



• Ensures that service level agreements are complete and cost-effective across the catalogue of available services.



• Ensures that operational methods, procedures, facilities, and tools are established, reviewed and maintained. Prepares proposals to meet forecast changes in the levels or types of services. (SFIA: SLMO Level 6)



• Reviews service delivery to ensure that agreed targets are met. (SFIA: SLMO Level 6)



• Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. (SFIA: SLMO Level 6)



• Analyses causes of incidents, and informs service owners to minimise probability of recurrence, and contributes to service improvement. Analyses metrics and reports on the performance of the incident management process. (SFIA: USUP Level 5)



• Facilitates recovery and following resolution of incidents. Ensures that resolved incidents are properly documented and closed. (SFIA: USUP Level 5)



• Review proposed implementations and evaluates the risks to the integrity of the product and service environment.



• Ensures appropriate approval is applied to changes. (SFIA CHMG level 5)



• Implements ITIL methods and tools at programme, project and team levels including selection and tailoring in line with agreed standards. (SFIA: METL Level 5)



• Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. (SFIA: PBMG Level 5)



• Analyses patterns and trends and improves problem management processes. (SFIA: PBMG Level 5)



• Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business. (SFIA BURM Level 4)
  
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