Service Management Manager

September 16, 2024

Uisce Éireann

Dublin

FULL TIME

Reporting to the IT Applications and Service Operations Senior Manager, the Service Management Manager is responsible for the management of the delivery of frontline support services in relation to incidents, problems, changes and service requests. Striving to resolve IT queries and issues in an efficient and customer-focused manner. This role requires collaboration and sharing of IT team responsibilities within IT Service Management Team as required.
Main Duties and Responsibilities:

Manage the delivery of front-line IT services through the Service Desk, Deskside, Desktop & Printer Management, Event Management, License Management, Request Fulfilment, End User Provisioning, Change Management, Access Management and Incident Management processes
Provide effective leadership to a motivated and talented Service Management team (internal and third-party providers). Coach, mentor and further develop the team to high performance in delivering IT services to Uisce Éireann with a strong customer service focus and customer-centric performance metrics
Align service capacity to business demands and manage the Service Management team to deliver quality services to agreed service levels
Develop and maintain service delivery plans (including budgets, processes, tools, and staffing)
Develop an Uisce Éireann framework by which service will be measured, and ensure buy in from the business (via IT Business Partners) which maximises customer experience
Manage outsourced Service Management contracts and relationships with strategic suppliers and ensure service providers perform to the SLAs documented in the contract
Continuously evaluate the performance of service providers and define improvement initiatives
Define, document, maintain and communicate clear and unambiguous roles and responsibilities for the services with all internal and external parties involved
Capture KPI and performance data and interact with the IT Management team to ensure that services and levels are aligned with business requirements
Manage the Incident, Problem Management and Change Management processes, identifying long term trends and improving the rate of “first time fix” inclusive of ensuring P1 incidents and managed in a controlled, prioritised, and well communicated fashion, with rigorous oversight of RCA SLAs and action plans
Manage the end user device estate to ensure the capabilities being deliver through the technology meet wider business needs
Manage the mobility technology within the Uisce Eireann environment to ensure alignment to policies, controls and governance porcedures as well as ensuring that solutions are fit for purpose and mainatained in an operational context
Review Service Levels on a periodic basis, measuring performance and recommending service improvement actions that maximise customer experience as part of IT’s Customer-first agenda.
Formalise business requirements into service requirements and manage the service introduction & service transition processes
Monitor, report, analyse and escalate day-to-day operational service delivery issues, taking ownership through to resolution
Ensuring IT Service Continuity and provide input to risk management plans
Champion the use of ITIL standards and processes within the IT Department
Management of the asset register, and ensuring that all IT software licenses are managed and reviewed on a consistent basis
Proactively ensure value for money across our software and hardware license estate, continuously evidencing optimal usage of same
Work with the IT Team regarding managing user access control to ensure criteria and standards for granting / revoking user access are maintained and consistently applied
Manage business stakeholders, participate in relevant meetings and develop strong working relationships with IT customers
Provide out-of-hours cover as part of the Standby Rota and flexibility for out of hours work as required.
Other duties as required from time to time

General Duties and Responsibilities:

Collaboration with key internal stakeholders across the UÉ business, including but not limited to;
Wider IT Teams
Business unit stakeholders as required
Project Teams across business units as required
Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
Other duties as required.

Knowledge, Skills and Experience:

A minimum of 7 years’ experience in the water, utilities or similar industries is desirable and or relevant experience.
5+ years of demonstrable and recent experience in service operations as well as managing external service providers is desirable
Relevant Bachelor’s degree in computer science, information systems, business administration or other related field (or equivalent work experience)
ITIL certification, preferably for service management such as ITIL Service Practitioner is desirable, along with PMP/PRINCE2 certification (or equivalent project management experience)
Demonstrated leadership ability, proactive development, motivation and engagement of staff
Experience managing a large team, with strong people, change management and conflict resolution skills
Experience of developing and maintaining effective strategic partnerships with key stakeholders
Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate complex information to others
Experience of supporting policies, systems and controls and driving the implementation of progressive policies.
You will have a proven track record in leadership, change & transformation experience ideally in a similar utility, regulated industry or multi stakeholder environment
Able to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented.