Service Manager - Glasgow - 4 Months - Outside IR35

The assignment is to assist our public sector client move to a new ICT multi-supplier delivery model by the 1st April 2025 and transition the current provider into a new modern service provision in their contract extension.

The client is also re-designing and implementing a new Intelligent Client Function for the 1st of April and this temporary post is essential to assist the Council make this transition;

  1. ITIL Service Management
  2. Experience as Service Integrator within a SIAM operating model

Essential Requirements:

  1. Monitoring the performance and reliability of end-to-end service delivery, facilitating progression of service tasks or issues as required.
  2. Managing relationships with the Council's managed service providers, ensuring seamless delivery of services.
  3. Managing relationships with the Council Family Services and ALEOs to ensure ICT service needs are understood and met.
  4. Monitoring and reporting on service performance against agreed metrics, taking corrective action where required, identifying gaps and driving improvements.
  5. Identifying service issues across the Council Family and driving resolution through managed service providers.
  6. Analysing service performance data to identify trends and work with managed service providers to ensure remedial/ improvement actions are in place.
  7. Co-ordinating and managing dependencies across managed service providers and ensuring collaborative working to deliver high levels of performance.
  8. Supporting the management of service providers' compliance with contractual obligations and requirements related to transition and exit and ensuring transition and exit objectives are achieved to a high quality within the agreed timescales.
  9. Identifying opportunity to optimise service management processes for the benefit of Council Services and ALEOs and users.
  10. Supporting incident management processes.
  11. Maintaining and reporting performance information to provide real-time insights into the health of the ICT service.
  12. Utilising data-driven insights to identify and address service issues, reducing their impact to the business.
  13. Promoting information sharing across service providers and internal teams
  14. Identifying and mitigating risks and issues associated with service management, in line with the Council's governance procedures

Desirable Skills

  1. SIAM Transition and Exit management
  2. SIAM Service Architecture
  3. Service Asset & Configuration Management (SACM)

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