Service Quality Manager

Service Quality Manager- Inside IR35/Hybrid

Job Description

The Service Quality Manager (SQM) role aims at supporting the Service line/Value Stream and the Controls Owner to drive various Service Quality upliftment activities across Service Management (SM) disciplines. The SQM will work with Development Managers and the ITSOs to identify and document points of failure for all services within the Service line/Value Stream based on the technologies used and tier of the service. The SQM extends governance over Incident, Problem, Change, Capacity Management, Vulnerability Management, Access Management, and technology evergreen status, among other practices.

Responsibilities

• Identify and document points of failure for services within the Service line/Value Stream based on technologies used and tier of the service.
• Govern Incident, Problem, Change, Capacity Management, Vulnerability Management, Access Management, and technology evergreen status.
• Implement and run operational governance processes and meetings for various SM practices.
• Build appropriate tooling and MI enhancements to provide business and IT with key information to drive quality, cost, and productivity actions.
• Monitor progress on each of the SM practices and ensure necessary corrections are made.
• Design and implement Management Information Dashboards for better information and governance around Performance and Controls Indicators.
• Develop and implement various dashboards using ServiceNow.
• Drive down outstanding problems with Change Management practice, perform proactive problem management, and report on service quality.
• Identify opportunities for improving Service Resilience.
• Analyse the volume of Capacity/Change/Configuration/Programming defects and environment-related Production Incidents to improve service availability.
• Work closely with production support, Engineering, and Service Management teams to ensure documentation quality objectives are met.
• Communicate effectively across all levels within the organisation.
• Own quality improvement projects and drive them to completion.
• Proactively review services architecture and identify preventative measures to reduce risk profile.
• Drive improvements in operational processes within own direct remit as well as production support and development teams.
• Own Incident, Problem, Change, and Capacity management from a functional perspective.
• Ensure the on-boarding of new services and projects into production support teams is well planned and performed in a standard way.
• Work cross-lob and functions to assess impacts of incidents for owned and consumed systems and processes.

Essential Skills

• Incident Management
• Change Management
• Problem Management
• Capacity Management
• Vulnerability Management
• Access Management
• Technology Evergreen Status

Additional Skills & Qualifications

• Experience in designing and implementing Management Information Dashboards
• Proficiency in using ServiceNow
• Strong communication skills across all levels within an organisation
• Experience in driving quality improvement projects to completion
• Ability to identify and implement preventative measures to reduce risk profile
• Experience in monitoring and improving operational processes

Why Work Here?

We offer a dynamic and supportive work environment where innovation and collaboration are encouraged. Employees benefit from opportunities for professional growth and development, a focus on work-life balance, and a culture that values diversity and inclusion.

Work Environment

The role involves working with cutting-edge technologies and requires strong collaboration with various teams, including production support, Engineering, and Service Management. The work environment is fast-paced and requires attention to detail and proactive problem-solving skills. Flexible working hours and remote work options are available.

Job Type & Location

This is a Contract position based out of Sheffield, Birmingham or Leeds United Kingdom.

Location

Birmingham, UK

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go our website.

We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice on our website for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.