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IT Service Run Manager

Job Title: IT Service Run Manager
Contract Type: Permanent
Location: Northampton, United Kingdom
REF: 1731
Contact Name: Peter Sanders
Job Published: 12 months ago

Job Description

Applications are invited for the position of IT Service Run Manager, located in Northampton with occasional travel required to the Disaster Recovery location.  The role will be reporting into the Senior Service Assurance manager, working a total of 35 hours per week, including 24 x 5 rotational cover with weekend on call.


Purpose of the Role:

New roles have been identified following the introduction of IT based services that require a different management approach.  Initial requirement is through the ramp up and bedding in period of those services.  These roles will focus on understanding the service run with oversight and management throughout the 24 hour day Monday to Friday with occasional weekend on call availability required to support releases into live.  During and following the bedding in period the role holder will be key to identifying service gaps and improvements to move the service to a steady state. A broad spectrum of Service Management knowledge and practices will be required to deliver against this role measured against agreed performance management objectives.


Key Responsibilities include:

  • Effective team working across multiple teams and facilitate some client interactions and communications
  • Co-ordinate service run, repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working
  • Responsible for understanding the business impact of live incidents and ensuring that actions to mitigate those impacts are undertaken
  • Carry out Post Incident Reports and ensure appropriate actions are documented within the report for all major incidents and IT SLA breaches
  • To maintain relationships between incident and problem management areas  and potentially with external suppliers and project groups
  • Key contributor to the definition, development and maintenance of processes for Service Assurance activity
  • To ensure that Service Run and Assurance activity is visible to the business and its Clients, and that a suitable high profile is maintained
  • Support management of IT service recovery following Major Incidents working alongside existing incident managers
  • Understand business impact of live incidents and direct the appropriate actions to manage those impacts during the incidents
  • Subsequent to the incidents, direct appropriate recovery and repair activities to ensure that the services are fully restored to normal working
  • Ensure that appropriate root cause analysis and problem management activities are undertaken by the company and suppliers agreeing and tracking actions
  • Ensure that the relevant change approval approach / assessment has been completed; potential service threats are understood and mitigating action plans comprehended and in place
  •  Driving proactive improved service availability from trend analysis and CSI initiatives, following ITIL principles

Personal Attributes

  • Managing relationships (clients and stakeholders)
  • Supplier management (able to drive supplier performance during service recovery)
  • Service management (able to manage performance, cost and risk of services)
  • Communication, influencing and negotiation skills (specifically high standard of written communication for the production of reports and advanced verbal communication skills to liaise with all levels of Senior Management in Suppliers and Clients during and subsequent to live incidents)
  • Analysis, problem solving and decision making skills essential to formulate key recovery plans

Skills & Training

  • Experience or involvement in incident management
  • Ability to manage service recovery and repair through application of Service and Supplier Management disciplines, e.g. ITIL, as appropriate
  • Full knowledge of service incident and problem management processes
  • Working knowledge of IT Command Centre services and service levels
  • Driving performance and executing at speed
  • Experience of Problem, Change and Release Management processes