What you will be doing:
Support a Service culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within Digital.
Ensure best in class end-to-end service delivery through day-to-day interaction with IT and Product teams by building and maintaining great working relationships across all internal and external stakeholders.
Ensure our IT Services exceed expectations by supporting and promoting a culture of DevOps metrics and measuring and reporting on the KPIs and SLOs.
Streamline the current ITSM processes to be fit for an Agile way of working. Challenge any cumbersome and inefficient practices.
Promote the Ops in DevOps to ensure all Smart Channels teams understand their role in operating a production service.
Focus on operational assets of technology, promote the use software instead of people to run operations.
Take responsibility for improvement processes to optimise service reliability.
Review business satisfaction levels with the Business and Markets.
Record and publish services performance against stated service quality attributes and take responsibility for responding proactively to deviations from agreed quality standards.
Facilitate regular performance tuning reviews ensuring all stakeholders understand the need for accurate performance planning and the costs of resources provided to meet business demand. Measure and manage performance and variances from plan. Identify and promote opportunities for performance tuning, improving operational integrity or reducing costs.
Be the critical change approver for all high impact changes affecting the service and its dependencies. Continually enhancing and streamlining the change process.
Identify any necessary changes to the contingency / resilience requirements of our services. Participate in the regulatory DR tests.
Be the primary escalation contact for high impact incidents. Drive incident resolution to conclusion and ensure retrospectives are held and all follow up actions are agreed and owned. This may involve occasional work outside of normal hours including weekends and bank holidays.
Ensure the IT Service is meeting expectations by supporting and promoting a culture of continuous monitoring.
Being accountable for the Service Excellence and Problem Management processes.
What you will bring to the role:
Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management.
Preferred Certification : ITIL Expert / Certified Agile Service Manager / Certified Agile Process Owner.
Experience with ALM tooling such as App Dynamics, New Relic, Splunk, JIRA and Confluence.
Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management Excellent analytical, problem solving and decision making skills.
Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk.
A passion for automation, innovation and problem solving.
Experience working in a DevOps environment.