IT Service Manager - Maximus

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

•You will be responsible for the delivery & operation of the Maximus service management function; this includes leading a team of service professionals to deliver outstanding service experiences whilst identifying ways to optimise process improvements that will provide opportunities to be more efficient and productive.

•To set and implement ITIL standards and introduce a culture of continuous improvement and customer satisfaction by ensuring the quality of service provided to the end-users, either through internal or outsourced resources is delivered to a continuous high standard.

•To ensure that new technology products and services are introduced into the BAU environment in a clear and manageable way whilst ensuring that they are fit for purpose through a clear process of service integration.

Salary Range:

Non-London £51,00 - £56,000

London £56,000 - £61,000

Whilst this role is remote - there is an expectation to travel to the Leicester office for a minimum of 2 days per week.

1.Ownership and Guardianship of customer satisfaction across Technology customers in Max UK through continuous improvement

2.Leading the Service Management Transformation program; developing and embedding new ways of working and fostering a service focused culture within service operations teams and the wider Technology community.

3.Embed, own and operate the ITIL service management processes for Incident, Request, Fulfilment, Change and Problem and ensure that technology products and services are fit for purpose, operatable and supportable through appropriate Service Transition processes

4.Vendor Management of service partners

5.Ensuring continued compliance to all security standards/ISO/CE+ by being pro-active in internal audit and remediation actions. Maintain risk register

Key Contacts & Relationships:

Internal

Infrastructure Manager

EUC Manager

Business Relationship Manager

Technology Operations Director

VP Tech UK

Other Tech colleagues

External

Demand Managers

Partners/Suppliers

Microsoft Account Team

Qualifications & Experience

•Degree level or equivalent in Information Technology, Computer Science, or related field of study OR an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

•ITIL Qualified

•10 or more years of experience working with ITIL Service Management in similar size organisations.

•Previous experience of leading Service Management transformation activities

•Experience of

oRisk Management

oVendor Management

oBudget Management

oKPI/SLA Reporting

•Understanding of continuous integration and delivery

•Demonstrable experience of managing operations to high service standards through technology suppliers / 3rd parties.

•Knowledge of DevOps and Agile delivery methods

Individual Competencies

•Proactive, methodical, and thorough approach to Service management

•Excellent ability to communicate in both written and oral forms, to technical and non-technical audiences at all levels of the organisation

•Ability to work independently to objectives and manage multiple high priority initiatives in parallel.

•Customer and user focussed, with the ability to understand and manage stakeholder service goals and priorities across multiple Business Divisions

•Flexible and pragmatic attitude, with the ability to work effectively in a fast paced, ambiguous environment.

•Excellent influencing of peers, customers and partners in delivery of operational service priorities and maintaining positive and productive relationships.

•Enthusiastic for change

Mentoring and supporting attitude

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team.

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.