Please Note: The application deadline for this job has now passed.
Are you passionate about driving excellence in IT service delivery? Do you thrive in a dynamic environment where you can lead and shape the future of digital and data services? Look no further! We’re seeking a Digital and Data Service Manager to join our team at the West Midlands Combined Authority.
You’ll lead and manage the delivery of high performing, effective and efficient service desk and service management function for WMCA and partner organisations.
What will you be doing?
- Support, deliver, govern, and continually improve the Digital and Data strategic transformation plan to improve the service desk and service management functions and overall customer experience.
- Develop and manage a service management roadmap and ITSM tools.
- Manage and develop service level agreements (SLA’s), operational level agreements (OLA’s) ensuring performance is met to these.
- Lead, own and manage ITIL processes, including Incident, Problem, Service Request and Change and Release Management.
- Conduct root cause analysis on problem records, particularly priority calls, seeking and addressing process failures to identify lessons learnt and continuous improvement.
- Responsible for the delivery of the Major Incident process, ensuring resolution is in line with the business defined major incident policy, process, and communication plan.
- Maintenance of robust service desk and service management procedures, facilities, and tools (for example Knowledge Articles), ensuring documentation is kept up to date and is accessible.
- Lead the service transition between project delivery, technical teams, and business as usual activities to Service Desk and Service Management and Technical Operations
- Lead, own and manage the Change Management process to help deliver an effective and efficient process, minimise unpredicted impact on production services and reduce business risk.
- Lead and deliver automation, innovation in analysis and processes to improve quality and efficiency.
About you.
- ITIL Foundation v4.
- Significant experience of IT Service Management at management level, managing relationships with customers and service providers.
- Experience of managing service desk function and processes.
- Delivery of IT services from Project to BAU.
- Experience in provision of regular performance statistics, KPI data and escalation of trending data.
- Understanding of Service Level Agreements and Operational Level Agreements.
- Knowledge of creating and managing service catalogues and delivering KPIs.
How to apply.
On clicking ‘apply for this job’, you will be prompted to create an account. You will have the opportunity to upload a CV, which will be used to auto-populate your profile. Please note, we do not see your CV once you have applied. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to format your profile so that it really stands out. Make sure to include your employment history and include any essential education and qualifications. You will be asked to provide a supporting statement. If you already have one that you have prepared earlier, you can simply copy and paste this into the application form.
Reasonable adjustments.
If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team (careers@wmca.org.uk). We are here to assist and accommodate your needs.
Salary and benefits.
We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme, 28 days of paid annual leave, Cycle to Work Scheme, and discounted shopping with over 2,000 big-name retailers. For more details, please visit the benefits page on our careers site.
Hybrid working, location and working pattern.
We believe hybrid working is the best way for our organisation to fulfil our commitment to a modern, agile workplace while continuing to provide a great service to our customers. Hybrid working means having flexibility between working in the office and at home on agreed days, where a role allows.
The location for this role is 16 Summer Lane. It is expected that you can split your time between the office and working remotely, with at least 2 days a week spent in the office. We would also require you to be in the office for team meetings and any other face to face meetings as required
Creating an inclusive workplace.
We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. We believe that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria.
We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.
We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Right to Work in the UK.
Applicants will need to evidence that they have the legal right to work in the UK. If we make an offer of employment, we will need to check that you are eligible to work in the UK before you start work.
Candidates wishing to apply who would require sponsorship can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing their circumstances against criteria specified on the gov.uk website.
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.
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