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Establish and maintain strong and productive relationships with the IT outsource partner and other suppliers to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations.-

Serve as an ITIL expert in the analysis / development of existing processes, procedures and methods to promote effective business and systems operations through standardization, improvement, simplification and discontinuance.-

Drive process change by integrating new processes with existing ones. Maintain the proper balance between the need for change and the potential detrimental impact of changes to processes.-

Responsible for the oversight and management of all Major Technical Incidents (MTI) to ensure their prompt resolution. This will involve coordinating separate technical teams, structuring investigations, and working with the respective business areas to ensure accurate and timely information is disseminated to senior stakeholders and end-users.-

Alongside the resolution of MTIs there will be a responsibility for chairing the weekly review board. The purpose of the board will be to discuss root causes, identify any trends and look to prevent outage reoccurrences.-

Manage performance and set direction and priorities for TSA;

assign clear accountabilities and performance expectations;

review performance and address underperformance when needed. Lead the staff appraisal process effectively.The Ideal Candidate: --

Extensive experience in working in a Service Assurance / Delivery environment and implementing ITIL / service management strategy and processes.-

Significant and demonstrable experience in ITIL v3 compliant Service Design, from service requirements definition through new service design and into the transition stage.-

Influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high quality services whilst maintaining service targets.-

Strong analytical skills, and able to make sense of complex and logical problems quickly.-

Ability to analyze a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome.-

Flexible approach to work with a focus on delivery to deadlines and high standards.-

Extensive experience in managed services and service delivery environment including technical and service management exposure.