Location: Lincol (hybrid wokring)
The UKE Citizen Services LGP contracts are transforming to improve standardised service delivery, maximise economies of scale and to reduce costs in line with a reduced demand for services.
We have an exciting opportunity for a Tech Services Manager within IT Service Delivery for Local Government Partnerships (LGP) that is accountable for the performance of an IT service tower. This role manages less that 5 people but will also be responsible for guiding and supporting our OffShore Partner that are contracted to deliver a large part of the service ensuring that we have Security and Best Practice at the heart of what we do. This role is focused on the delivery of service to the Lincolnshire County Council account. The role will drive the performance of services to the client as agreed within the contract, ensuring SLA's / KPI's are met, service credits are minimised, team / individual contributions are maximised and the cost to serve is optimised. Importantly, the role is focused on delivery of excellent customer service, being of high quality, effective and efficient.
This role will act as an enabler to increase operational performance and productivity by driving a continuous service improvement cycle and 'shifting-left' (to the Service Centre) service delivery wherever possible, to improve expedience and efficiency of IT services to end users. The Service Centre acts as the 'heart-beat' of the IT department and will be at the centre of our SIAM IT delivery model, particularly with regard to interfacing and communicating with end users and 3rd party vendors and partners; activity in these areas being a growth space and vital to our future success. The Tech Services tower supports this heart-beat, by ensuring the back-end IT infrastructure, required to deliver seamless end-user service, is well maintained and where appropriate, developed and further modernised. Importantly, the Tech Services team is expected to manage the back-end infrastructure elements of both 3rd party cloud-based providers (including liaison with the vendor and ownership of technical interfaces) as well as more localised, on-prem back-end infrastructure.
What you'll need to do the role:
Take full ownership of the IT Infrastructure space
The ability to challenge technical experts in a reasoned and logical manner to explore all possible solutions
Ensure the appropriate technical capability is in place to support the business needs and where not raise this at the appropriate level
Understands when to raise risk that prevents Serco from meeting its KPI's
Understands and proactively manages Capacity Management
Management of server and desktop image creation and deployment
Deep technical understanding of both Networking and Server support
Responsible for vulnerability management across the estate. Remediating what is within their responsibility and passing on vulnerability warnings to other teams within the organization who are responsible for the system/application.
Plan, maintain, document and carry out systematic DR exercises
Must have a proven ability to establish and run the fundamental elements of an ITIL-aligned, SIAM-based Operational Performance Management process: Workflow Control; Activity Management; Demand & Capacity Management; Performance Management of personnel in line with Serco procedures; Skills & Capability assessments; Trend Analysis; Problem Identification; Routine team analysis of performance
Able to establish a basic team management routine encompassing the rigour and focus of Daily, Weekly, Monthly & Quarterly performance reviews. Outputs: Performance reports; Intervention plans; Cost optimisation; Service insight; Service Consumption Data; Demand Management Improvement Plan
Meaningful and vital work: Working as part of ProServ means you'll be helping our Local and Central Government clients (and Serco) deliver better public services through transformational innovation and change projects. You'll be at the heart of work that meets budget challenges, whilst never compromising on delivery to service users.
A world of opportunity: We're a small but perfectly formed team of 80 people - that also happens to be a part of a global FTSE 250 company. Like a small company you'll find hands-on work that is packed with variety across a range of sectors, whilst benefitting from the clear progression and development opportunities that you'd expect from a big company
Great people: Our constant at ProServ is the friendly, approachable, and diverse team you'll be a part of. We also support a flexible work environment that accommodates a great work/life balance
What we offer:
A competitive salary (dependent upon skills and experience), pension (matched up to 6%), life insurance; 25 days leave & bank holidays and the chance to buy more!
A fantastic culture and supportive team; continuous training & development
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Thrive App, Simply Health Plans, Cycle to Work Scheme Annual Leave Purchase Scheme and more
Access to a huge range of discounts and exclusive deals
The chance to make a positive difference in a company passionate about diversity and inclusion
We have a mandate to deliver brilliantly. If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.