The Service Design Manager (SDM) will be responsible, through best practices, for achieving the delivery of agreed levels of services to end-users, customers and key stakeholders. The SDM will ensure day to day operational activities are executed to provide end to end services working directly with key internal stakeholders, suppliers & the delivery partner.The position is located in Bristol, UK. Travel to manage distributed team and to provide appropriate direction/leadership across sites is required. Key Deliverables; The design of the services including all of the functional requirements, resources and capabilities needed and agreed. The design of Service Management systems and tools, especially the service portfolio and for the management and control of services through their life cycle. The design of the technology architectures and management systems required to provide the services. The design of the processes needed to design, transition, operate and improve the services, architectures and processes. The design of the measurement methods and metrics of the services, architectures, components and processes. Provide strong leadership and guidance to the Service Design team across 2 competency centres. Ensuring SLAs and KPIs are fully met. Fully supports the Service Management strategy.KPIs include; Agreed SLAs & KPIs with MoD. Agreed OLAs with T1, T2 & T3 support, both internal & external. Delivering to key Transitional and Project dead lines.CSIP.Line management & department goals. Key stakeholders; IT Service Management. IT Service Delivery Management. T1, T2 & T3 support teams. SEIT & Program Boards. BDUK Line Management.MoD Customers.Key decision making; Manage D-2-D team priorities and work activities delivering to service and support requirements. Be able to make risk-based judgements around solutions through good analytical skills and disciplines. Work well with internal support teams, whose seniority and technical knowledge will range widely. Work professionally with key third party suppliers ensuring service incidents are progressed to a successful conclusion. Fully delivers BGO across areas of responsibility.Provide support & guidance to all staff at appropriate levels leading by example.

Competencies
Ability to learn in-depth knowledge of a wide variety of software systems

Competencies
Ability to remain calm under pressure or through demanding challenges & customers

Competencies
Empathy with customers

Competencies
Good analytical skills

Competencies
Interpersonal skills

Competencies
Proficient Service Management processes & organisational strategies

Competencies
Root cause analysis

Competencies
Technical (proactive & reactive)

Competencies

Understanding server & infrastructure hardware and ability to quickly identify and problem solve

Basic Qualifications For Consideration

Do you have current legal authorisation to work in the EU?

Typical Education/Experience

Experience/qualifications in key areas include; Ideally degree qualified or equivalant.Ideally 2 to 3 years experience in a multi-disciplinary background with a proven track record of having demonstrated the key competences. ideally ITIL qualified. HP BTO SM tool (or equivalent) . Third party suppliers.SC clearance or ability to obtain MoD clearance. Knowledge/experience in; Implementing new Service Design technology and support processes across competency centres.Operational Bridge.Availability/Capacity Management.Performance Management
Boeing - 12 months ago