Description:
Delivering successful outcomes in this role, the main responsibilities of the post holder will be to :
- Manage performance of the Products/Services within their remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs
- Define and manage mechanisms such as service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
- Act as an interface between Digital and third party suppliers, monitoring compliance against SLAs & OLAs, through regular performance reporting, monitoring service level infractions, trend and forecasting analyses to inform service demand and quality
- Contribute to the development, improvement and maintenance of policies, standards and guidelines for the delivery of Products/Services
- Coordinate activities and communications for major and business critical events
- Consolidate Service capacity planning and forecasting based on multiple client requirements (provided by Demand Management) and report to senior leadership team
- Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, risk management, security policies and procedures, etc. and the identified actions to maintain or improve levels of service are implemented.
- Ensure all change is communicated and managed, with appropriate governance
- Define and manage delivery processes for USS activity in Device Deployment, driving analysis and resolution of complex issues enlisting support and escalating where appropriate to relevant IT service functions.
- Ensure value and quality is achieved for the end-to-end technology solution, support services and/or user experience of a digital Product/Service.
- Own stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively to queries about Product/Service design, policy, etc
- Undertake line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation.
- Present confidently on all aspects of deployment and support services across a wider stakeholder group.