Service Hub Manager

• Min 2 years experience managing a service support team
• IT support for a blue light service
• Manage a team providing 24 x 7 x 365 support
• Technical knowledge of blue light infrastructure systems (eg. Vision), mobilisation systems and 999 Voice communications
• Support of fireground radios, officer paging and on-call alerting
• Supplier Contract Management
• Certified ITIL v4.0 in Service Management (preferred)
• Full driving license (manual gearbox)
• Stakeholder Management
• Awareness of ESMCP (Home Office programme)
• Will have Line Management responsibility of a medium team

Provide first class IT technical and customer support, through the provision, co-ordination and management of the IT Service Hub.Lead and manage the IT Service Hub team and be responsible for the efficient use of the Council's resources in the provision of an IT support service. Ensure quality control of these services thereby maintaining high levels of customer satisfaction through reviewing feedback to improve services. Act as the sovereign Service Hub and Incident Manager ensuring incidents are escalated and managed according to their severity and impact on business critical systems, paying particular attention to managing major Incidents.

Report to the IT Customer Services Group Manager on any issue that could significantly impact the business and attend Change Advisory Board meetings as required.Be responsible for the Service Request handling within the Service Hub, its process and procedures. Work with other IT teams to develop the Request Fulfilment process to enable users to request and receive standard services. Provide information to users and customers about services and procedures for obtaining them.Work closely with the IT Problem Manager to ensure effective resolution of IT Problems, providing appropriate information and support to enable root cause data to be produced and ultimately to drive down repeated incidents.

Be a key member of the group of ITIL® process and function mangers that review, design and develop processes supported by the Service Hub such as Change, Availability, Problem and Service Level Management. Proactively feed information and metrics into these processes and into technical design processes and specialist support functions to inform decision making and strategic development. Develop, monitor and review standards of customer care and ensure these are consistently high to guarantee customer satisfaction and to achieve or exceed expectations.Instigate, implement and manage changes through service improvement initiatives to policies, processes and operational procedures which maximise the ability of IT to deliver services to its customers.

Work with internal and external auditors to identify policy and process enhancements to meet security and compliance standards. Ensure up to date documentation is available to Service Hub staff and that procedures remain relevant to the evolving needs of the business, staff and Members.Lead on designing and providing advice and guidance for customers by a variety of proactive and reactive means to inform and explain service interruptions and other IT service information using language understood by the customer.

Ensure all incidents reported to the Service Hub are clearly recorded and when escalated to other IT teams, that ownership is retained and their progress monitored to ensure consistency of response and customer service.Devise and carry out analysis and reporting of detailed service metrics. Implement controls to effectively manage the workload of Service Hub staff by assessing the numbers of requests being handled, the types of request requiring most staff attention and types of request taking the longest time to turnaround.

Connect2Surrey, part of Surrey County Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.