Digital Solutions - Service Manager

Job Title: ITIL Service Manager

Company: CACI Digital Solutions Group

Location: Hybrid working, with two days per week in our Kensington office and regular travel to client sites

Clearance: Candidates must be eligible for BPSS, NPPV3 and SC vetting

Role Type: Full-time

What you’ll be doing:

This is an exciting opportunity to join the Digital Solutions team as our Service Manager, responsible for ensuring we excel in delivery of ITIL aligned support and maintenance services across our customer base.

Reporting to our Head of Cloud Managed Services, you will own the support relationship with our customers, suppliers and third parties.
 

A service transition manager accepts products, determines whether they are fit for purpose and assesses readiness against agreed service acceptance criteria.

At this role level, you will:

• make recommendations on go-live, early-life support and service acceptance.
• ensure that the acceptance criteria are understood by the wider IT operations.

Core skills, knowledge and experience required:

• ITIL v4 Foundation or newer equivalent qualification
• Degree level or equivalent corporate experience
• 4+ years’ experience working in an Incident, Problem or Service Desk management role
• Asset and configuration management: You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
• Availability and capacity management: You can manage service components to ensure they meet business needs and performance targets.
• Change Management: You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change.
• Community collaboration: You can contribute to the work of others. You can motivate and empower teams. You can create the right environment for teams to work in and can identify the best team makeup depending on the situation. You can recognise and deal with issues.
• Continual service improvement: You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Continuity management: You can show an awareness of the IT standard continuity management processes and procedures.
• Incident management: You can diagnose and prioritise incidents, investigate their causes and find resolutions.
• Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Problem management: You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation. You can determine preventative measures.
• Service focus: You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• Service management framework knowledge: You have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Technical understanding: You can understand the core technical concepts related to the role, and apply them with guidance.
• User focus: You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.