• Own end to end service delivery for critical, data driven platforms, ensuring availability, reliability and performance.
• Take lead on incident, major incident and problem management, driving root cause analysis and permanent fixes.
• Own service monitoring and observability, using dashboards, alerts and health metrics to proactively manage issues.
• Drive operational resilience, including service continuity planning and disaster recovery testing.
• Monitor and manage service performance and capacity to meet demand and agreed service levels.
• Own service metrics and reporting, working with other teams to provide clear insight into volumes, trends and service health.
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JOB DETAILS
The Markets, Intelligence and Enforcement (MIE) Product Group Service Manager is responsible for ensuring the delivery of day to day IT operational services to the client from suppliers. The role is accountable for the stability and quality of those supplier-delivered services and support the remediation of any disruptions or broader operational issues in an efficient and orderly manner. The role is instrumental in ensuring the IT Supply chain meet their contractual commitments in the delivery of IT operational services. There may be a need to support the Release Manager on occasion and some experience in managing releases would be advantageous.
This role focuses on AWS not Salesforce. While the technical experience is important, the role requires service management experience such as: Incident, problem management, stakeholder and vendor management and experience of working in a DevOps environment.
This role will, most likely, take a key role in supporting the DevOps maturity journey MIE is embarking on with a focus on how to balance Operations / Service with delivery.
Required Experience:
-Supplier management to commercial framework agreements (value for money, fair representation)
-service management disciplines across development and in-service lifecycle
-excellent problem solving and leading service-related escalations to resolution
-DevOps environment experience across end-to-end delivery and servicing (product, analysis, risk management, architecture, build, environments, releases, budgeting, service management).
• Must have experience of managing suppliers to commercial framework agreements, ensuring value for money and fairly representing the service provider within the end client..
• Must have experience of service management disciplines within the development life cycle and in-service delivery life cycle
• Excellent problem solving, leading service related operational escalations and issues to successful resolution with the Product Group team
• Working experience in a DevOps environment - within an end-to-end delivery and servicing structure including product, analysis, risk management, architecture, build, environments, releases, budgeting and service management
Key Responsibilities:
-Ensure delivery of day-to-day IT operational services to the FCA from suppliers
-accountable for stability and quality of supplier-delivered services
-support remediation of disruptions and operational issues
-ensure IT supply chain meets contractual commitments
- may support Release Manager
- release management experience advantageous.
