Service Manager Expert

Description

Summary of the work We are looking for an exceptional IT Service Manager with a balance of technical understanding and strong leadership skills who has proven experience in leading and managing an IT Service Desk. Specialist role Product manager Expected Contract Length 12 months initial with an optional 12 month extension, subject to review at 6 months. Latest start date Monday 26 August 2019 Who Speclialist Work With The existing team is comprised mostly of supplier, contract and Civil Service resources. The specialist will be expected to be embedded into current delivery teams and will be expected to lead a small team. What Specialists Work On Responsible for setting the vision and strategy for service management, ensuring processes are defined, owned and maturing. Responsible for developing capability of the existing team and getting them to a point where they are performant and self-sufficient. Knowledge transfer and experience of mentoring and building teams is absolutely essential. You will provide direction and technical leadership to DS and be responsible for successfully transitioning our Service Management capability from our delivery partner. The role involves working collaboratively in DS and across other government departments in Scotland and the UK. You should have an understanding and experience of agile delivery methods. Skills & Experience • You will have experience of and ability to build a team. You will be excellent at mentoring current staff. You will be able to transfer your expert knowledge to individuals • An expert in managing relationships between stakeholders. • Ability to ensure that disparate suppliers and vendors come together to deliver Disclosure Scotland’s Service • You will have experience of an evidential approach to understanding users and their needs. Able to translate user stories and propose design approaches or services to meet needs. • You will be a strategic thinker. Able to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact • You will have an in-depth understanding of Service Management Framework principles and processes and ability to apply the technical knowledge in project or programme activities. • You will be able to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information • Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements • Ability to take management information and consolidate agreed key performance indicators into product or service measures that underpin service management of a specific product or service. • Be able to build a high performing team where all team members are clear on their roles and responsibilities • • In addition to above, please send CV to DS_PMO_Mailbox@disclosurescotland.gov.scot by 17th July midnight Nice to Haves • Asset and configuration management - Experience of configuration management • Service Improvement - Demonstrable experience of service improvement Work Location Disclosure Scotland 1 Pacific Quay Glasgow G51 1DZ Working Arrangments The specialist is expected to be on-site for at least four days a week with one day optional working from home. The specialist will be expected to attend all associated Agile ceremonies and make use of collaborative tooling (Slack, Skype, Google Docs, Confluence, Jira). You will have strong demonstrable experience in communicating with both technical and non-technical colleagues. You will work alongside and support the Service Owner and Lead Architect in ensuring Disclosure Scotland has a fully managed, secure and successful service. Security Clearance BPSS clearance is required. SC level clearance may be required. Disclosure Scotland will sponsor the SC Clearance process where the specialist does not already have SC level clearance if required. No. of Specialists to Evaluate 5 Cultural Fit Criteria • Work as a team with our organisation and other suppliers • Be transparent and collaborative when making decisions • Have a no-blame culture and encourage people to learn from their mistakes • Take responsibility for their work • Share knowledge and experience with other team members • Challenge the status quo • Be comfortable standing up for their discipline • Be comfortable with working with clients with low technical expertise Evaluation Weighting Technical competence 55% Cultural fit 20% Price 25% Questions from Suppliers 1. What is the day rate?Is this role within IR35? We are testing the market for day rates, please submit what you would usually charge for this type of role.The intermediaries legislation does not apply to this engagement. The role is outside IR35 2. Is there a current incumbent? No, no one is in the post. There are members of the team who support the post just that the applicant will work alongside. 3. Can the authority confirm if they are currently working with an incumbent supplier ? No, no one is in the post. There are members of the team who support the post just now that the applicant will work alongside. 4. Can the authority confirm if they will accept CV's only with answers submitted as "See CV for more detail" as they have done for similar opportunities recently run via this framework ? We can accept you putting "See CV for more detail" in the answer boxes however we do encourage you to add any additional information that may help you candidate stand out into these boxes 5. "You will have an in-depth understanding of Service Management Framework principles and processes..". What framework are you referring to? Any service management framework, for example ITIL 6. The specialist role is stated as "product manager" however the description seems to be more for an IT Service Manager across the whole organisation. Can you clarify the scope of the role? The requirement is for a Service Management Expert, not necessarily a traditional IT Service Manager, although we acknowledge there is overlap. The specialist will work with the incumbent IT Service Manager and provide knowledge transfer and insights into Service Management best practice. 7. In regard to the response, "The requirement is for a Service Management Expert, not necessarily a traditional IT Service Manager.... to provide knowledge transfer and insights into Service Management best practice". Could you elaborate on this any further? For example, are you looking to move away from traditional ITIL service management or wanting to keep with that? Disclosure Scotland is implementing a DevOps model with a “build it and run it” mind-set. We already run a service desk based on an ITIL implementation but we would expect that the specialist can advise on how to reconcile these two models in a way that works for Disclosure Scotland.