AddressThe Role
Here at SecureCloud+ we are seeking a Service Support Manager to join our growing team based out of our Stoke on Trent site.
This position is responsible for overseeing Incident Management, Change Management, Problem Management, contributing to Service Desk Support, and overseeing Configuration Management.
The ideal candidate will ensure high-levels of service availability and performance, manage risks to the IT infrastructure, and maintain a customer-focused approach to operational challenges and solutions.
Role Responsibilities
Key responsibilities include but are not limited to:
Incident Management:
- Lead the response to IT service incidents, ensuring rapid restoration of services and minimisation of impact on operations.
- Develop and maintain incident response protocols and coordinate with technical teams for swift resolution.
- Create Post Incident Reports to high quality ensuring all actions are recoded and managed to closure
Change Management:
- Oversee the change management process, ensuring all changes to IT infrastructure are assessed, approved, implemented, and reviewed in a controlled manner to minimise risk and impact on service quality.
- Create Change Incident Reports to a high quality ensuring all actions are recorded and managed to closure.
- Maintain the Change Schedule for all services.
Problem Management:
- Identify and manage the root causes of incidents to prevent future occurrences.
- Implement proactive problem management strategies to enhance overall service quality.
- Create RCA reports to high quality ensuring all actions are recoded and managed to closure.
- Manage the Known Error Database.
Service Desk Support:
- Provide leadership and support to the Service Desk team, ensuring high-level of customer service and effective resolution of user issues.
- Participate in hands-on support activities as required.
Configuration Management:
- Maintain accurate and comprehensive records of the IT infrastructure and service configurations, ensuring alignment with IT Asset Management processes which sit under a separate organisational function.
- Facilitate a collaborative approach with the IT Asset Management team to ensure that all configurations are accurately reflected, supporting asset lifecycle management and compliance.
Service and Process Transition Support:
- Collaborate closely with Transition Managers to facilitate the seamless transition of new services and processes into operational use.
- This includes contributing to the planning, execution, and monitoring of transition projects to ensure they meet predefined objectives and integrate effectively with existing services and operational standards.
Data Analysis and Reporting:
- Own the production and interrogation of Live Service data/metrics, producing reports in line with agreed standards and timelines for internal stakeholders.
This position may require availability outside of standard business hours to address critical incidents or oversee significant changes.
Education and Experience Requirements
As the Service Support Manager you will have:
- Advanced certifications in ITIL, project management, or specific technologies are highly advantageous.
- Experience in IT service management roles within a defence or highly regulated environment is highly advantageous.
- Strong understanding of ITIL processes, with certifications in ITIL v3 or v4 preferred.
- Experience with service desk software, incident and problem management tools, and configuration management databases (CMDB).
- Exceptional leadership and communication skills, capable of directing teams and interfacing effectively with stakeholders at all levels.
- Ability to manage multiple priorities in a high-pressure environment, with a focus on delivering results and continuous improvement.
UK Security Check (SC) clearance is required for this position. Candidates must possess or be eligible to obtain SC clearance, with a view to obtaining UK Developed Vetting (DV) clearance as required.
The Company
SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.
Are you ready to embark on this exciting career opportunity? We look forward to welcoming you to our esteemed team at SecureCloud+.
SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual’s experience and qualifications for the job advertised.
