Service Manager – Dbs Jobs London

Overview

Position Title: Service Manager

Company: Disclosure and Barring Service (DBS)

Location: London, UK

Job Description

The Job Holder will be required to work on end to end processes which cross the boundaries between ITSM and other DBS Operational and Digital teams, so providing a key component of the ‘glue’ bonding IT services together.

Responsibilities:

• Contributing to the management of change into the DBS production environment
• Attendance at CAB where required
• Co-ordinating approval for IT Change
• Managing Problem Records and attending Problem Review Boards with the suppliers and business
• Supporting production of Monthly Service Reporting and analysis of data
• Communicate all IT outages and Major Incident updates to the business when required
• Undertake Incident Analysis
• Ensure accuracy of Knowledge Management Database
• Undertake SLA Analysis following SLM practices
• Participate in ITSM related activities in both the Liverpool and Darlington offices as required
• Undertake ad-hoc activities as directed by line management

Requirements:

• Able to drive problem resolution through the appropriate escalation channels
• Able to confidently participate in white board type design and review sessions
• Able to evaluate and understand new products and services within the team’s scope
• Contribute to building a culture of a service excellence, always putting the customer, our people, and our business at the centre of everything we undertake.