The organisation operates core IT services for public sector beneficiaries and maintains service quality across multiple supported programmes. This role exists to manage a portfolio of 5 to 6 beneficiary organisations, ensuring operational service levels through SLA/KPI monitoring, ServiceNow (or equivalent) ticketing and Microsoft 365 reporting while coordinating run teams and project handovers.
The mission
You will manage the operational delivery and governance for a small portfolio of public-sector beneficiaries, working with contributors from competency centres, support teams, operations and project teams. The technical landscape is mixed on-premises and cloud services with existing monitoring, ticketing and standard run procedures; your work keeps these services reliable for end users and meets agreed SLAs.
Day to day you will run the service governance cadence, analyse incident and request trends, and lead the service readiness process for project deliverables moving into production. You will produce the monthly dashboard (three KPI focus), prepare committee material and drive corrective actions until issues are closed, coordinating across multiple teams to remove blockers and approve go/no-go decisions.
Your responsibilities
- Lead service governance for your portfolio, organising committees, producing agendas and minutes, and tracking action plans until completion
- Drive SLA and KPI monitoring, produce the monthly dashboard (three KPIs plus highlights) and initiate corrective actions with contributing teams
- Manage escalations and complaints end-to-end, from qualification to committee decisions and closure, including structured communication in critical situations
- Validate service readiness for project deliverables, applying a checklist that covers support model, supervision/alerting, operational procedures and required documentation, and decide on go/no-go
- Coordinate cross-team remediation of blockers, prioritise actions and follow dependencies through to resolution
- Maintain coherent service reporting by ensuring ticketing and internal registries contain the data needed for meaningful management information
Your profile
Essential skills
- Proven experience in IT service management, comfortable operating the Incident, Request, Problem and Change practices from ITIL
- Demonstrable experience running services in RUN mode and managing multi-stakeholder environments (support, operations, projects)
- Strong capability with ITSM tools such as ServiceNow or equivalent and with Microsoft 365 for reporting and documentation
- Skilled in SLA/KPI monitoring and in producing concise dashboards and service reports for committees
- Clear stakeholder communication and escalation management, able to translate technical status into service impact
- ITIL Foundation certification (v3 or v4) required
Preferred skills
- Familiarity with supervision and monitoring tools
- Basic project transition or handover experience, Prince2 or equivalent is an asset