Allen Lane
IT Service Manager
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IT Service Manager - £61,491 to £76,485
Southwark Council
Department: Digital and Resident Experience
Reports to: Head of Operations
Job Description
Find out more here.
About Us
This is a rare opportunity to shape how technology serves one of London's most ambitious boroughs. Southwark is building a brand new Digital and Resident Experience, and as IT Service Manager, you will be the single point of ownership for how service quality is defined, held to account and improved across it, setting the standards that the Service Desk, technical teams and suppliers work to.
You'll join at a genuinely exciting time for the council, as we invest in our people and technology to better serve more than 300,000 residents across Southwark's diverse communities. You'll build the service management framework from the ground up, manage and develop the ITSM Lead and Business Relationship Manager and use your credibility and influence to secure consistent practice across teams you don't directly manage. If you're a service management leader who wants to set the standard for how a council delivers technology to its residents, we'd love to hear from you.
About the Role
The IT Service Manager is responsible for how well the council's technology services perform for staff and, through them, for residents. You'll set the standards teams and suppliers work to and hold them to account.
In this role, you will:
- Make sure service levels and supplier commitments reflect what matters to residents, including how quickly resident-facing services are restored.
- Build a team culture where people know what's expected of them, get credit for good work and learn from mistakes.
- Own the IT service management framework for Digital and Resident Experience, defining the standards, policies and service levels within which the Service Desk, technical teams and suppliers operate.
- Hold accountability for service performance across the division, using service reporting to assess performance, hold services and suppliers to account, and direct corrective action where service levels are not being met.
- Own service governance and assurance, chairing service performance and review meetings and advising the Head of Operations on service performance, risk and improvement.
- Direct the ITSM Lead in operating the service management processes and the ITSM and Service Monitoring platform and own the framework and priorities for continual service improvement.
- Own the service level and service management dimension of supplier and managed-service performance, working with the Commercial function to secure the outcomes the council needs.
- Line manage and develop the ITSM Lead and build the cross-service relationships needed to embed consistent practice without direct line authority.
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What We're Looking For
We're seeking a credible service management professional who brings:
- Significant experience of owning or leading IT service management practice and service performance within a large, complex organisation, ideally local government or the public sector.
- A strong understanding of ITIL or an equivalent service management framework, and of how incident, problem, change, request and configuration management interlock.
- A track record of defining service levels and standards, and of holding services and suppliers to account against them.
- Experience of leading service management improvement and embedding consistent practice across multiple teams, including through influence rather than direct authority.
- Sound judgement and integrity, with the resilience to operate effectively in a politically aware and complex environment.
- A genuine commitment to equality, diversity and inclusion, and to using technology to improve outcomes for Southwark's residents and communities.
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Additional Information
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme. We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
To Apply
Please visit our dedicated microsite and follow the application instructions:
IT Service Manager | Southwark
For enquiries, please contact southwark@allenlane.co.uk
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