Head of Live Service

Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Head of Live Service on a 3 month contract with the possibility of extension.

Main responsibilities:

⦁ Is responsible for the performance of all digital services
⦁ Leads the service management function and staff within it
⦁ Ensures that Agile and DevOps practices are applied to service management processes and implemented effectively.
⦁ Manages the Agile and DevOps integration of service management practices.
⦁ Oversee multiple decision authorities.
⦁ Responsible for the coaching and performance of staff within the service management function
⦁ All service level reporting
⦁ Monitoring of digital services

⦁ Identifies and embeds processes.
⦁ Leads on automation and integration of service processes.
⦁ Leads service operations
⦁ Enables and facilitates Agile Service Management events.
⦁ Identifies process owners and holds them to account.
⦁ Collects and organises process user stories.
⦁ Creates and manages a process backlog.
⦁ Creates and maintains process models.
⦁ Ensures continual improvement and value creation is all processes and practices.
⦁ Maintains ownership of all major incidents, problem management activities, service requests and facilitates the communication of updates to customers.
⦁ Supports the Borough Emergency Control Centre (BECC) activation and operation and participate in the client wide emergency rota system.
⦁ Supports cyber security function in dealing with incidents
⦁ Works with Partnership success manager to manage the performance of suppliers

Requirements:

⦁ Deep knowledge of agile service management practices
⦁ Deep knowledge of DevOps practices
⦁ Experience of running application support teams

⦁ Knowledge of business partnering methods
⦁ Knowledge of process management
⦁ Knowledge of user support principles in modern environments
⦁ Understanding of modern digital culture and practice
⦁ Knowledge of technology best practice methods
⦁ Knowledge of service design methods
⦁ Knowledge of product management principles and practices
⦁ Knowledge of agile delivery principles and practices
⦁ Proven experience of creating and embedding effective agile practices and processes focused on outcomes.
⦁ Proven experience of building positive relationships with a range of both internal and external stakeholders, including managing supplier relationships and delivery.
⦁ Experience of creating a culture of learning, to maintain a capable and high performing workforce
⦁ Experience of making decisions through the analysis of relevant information and risk assessment.
⦁ Experience of cross organisational working, collaboration between stakeholders who have diverse objectives, considering others’ views and harnessing the benefits of having a diverse workforce.

⦁ Proven commercial astuteness and ability to negotiate mutually beneficial and innovative contracts.
⦁ Ability to communicate policies and guidance in the shortest and clearest possible way
⦁ Ability to influence at the highest and broadest levels within the organization and its users, suppliers, partners and peers, persuading people of new ideas and treating everyone with equal respect
⦁ Ability to advise on modern digital culture and approaches
⦁ Strong relationship management skills, with the ability to create a positive working environment in which equality and diversity are embedded in every aspect of the team’s work and output, dignity at work is upheld and staff are empowered and motivated to achieve good outcomes.
⦁ Ability to explain complex ideas simply to audiences at all levels

If this sounds like you, please contact Anisha!