IT Service Manager

Summary

An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

At this role level, you will:

  • manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance

  • ensure that all service and support functions remain responsive to customer needs

  • ensure that the service catalogue and wider IT service operations knowledge library are maintained

  • ensure that adequate reporting and service standards are met for your specific service

  • ensure that all technical change is communicated and managed, with appropriate governance

  • ensure that a programme of continual service improvement is put in place across the wider service delivery function

  • display a knowledge of various methodologies used to manage IT and Digital services and an ability to tailor methodologies and management practices dependant on the characteristics of the service being delivered

  • have a knowledge of techniques and approaches that can be used to deliver value, such as Agile, DevOps and Lean

  • maintain an understanding of managing products and services across the lifecycle

Background

Background Components

Description Background

Understands the concepts and practices of human resources and people management. Is familiar with processes and procedures of performance management. Is capable of planning small assignments and organising their own and their team’s work effectively.

Demonstrates a responsible and disciplined approach, even under pressure. Has good communication and negotiation skills. Understands the legal and best practice requirements of human resource management. Has a positive attitude towards diversity principles.

Prior Knowledge and Skills

Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services. Has good communication and presentation skills. Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.

Prior Knowledge and Skills

Work Activity Components

Title Details

Implementation and controls

Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Lead, manage and supervise

Supervises, supports and guides the work of individuals and/or small groups in line with organisational strategy.

Probationary period and contract

Defines and supervises probationary periods, setting out the requirements of the job, monitoring progress (e.g. regular interviews) and reacting to variances from expectations, organising training and development as required within appropriate timescales.

Work allocation, support and delegation

Allocates routine tasks and assigns project work to individuals, according to their particular skills, capabilities, and development needs.

Guidance, performance and feedback

Provides direction, support and guidance as necessary, in line with individual’s skills and abilities setting appropriate and effective boundaries. Sets achievable goals, monitoring and acknowledging performance and supporting individual and team development. Collects data on individual and team performance. Gives regular feedback to team members and leads them to

Formal appraisals

Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs.

Empowerment and role model

Facilitates effective working relationships between team members. Motivates team members to maintain a high level of performance. Engages with and empowers team members. Acts as a role model for individuals and team members, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics.

Team dynamics

Integrates staff into teams to perform packages of work, taking account of individual and team capabilities. Considers the importance of skill mix within teams and is sensitive towards team dynamics.

Service level monitoring and reporting

Performs defined tasks to monitor and report on service delivery against service level agreements; this may involve participation in regular customer service review meetings. Maintains records of relevant information, including deviations from service levels agreed. Ensures that variances against service level agreements are reported to relevant stakeholders, while trying to resolve any conflict or contention for service.

Customer relationships and negotiations

Works with stakeholders to plan for service disruption and/or breaches of service level

Customer service assessment

Participates in analysis of customer satisfaction surveys and data and identifies actions for service improvements where appropriate. Supports and participates in regular review meetings between service providers and customers/users.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Numeracy

Understanding the metrics associated with a problem or situation, their significance and relationship, and being able to manipulate these as necessary to identify solutions.

Behavioural Skills

Commercial Orientation

Understanding commercial considerations and ensuring alignment with them when making decisions or recommending actions.

Behavioural Skills

Attention to Detail

Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.

Behavioural Skills

Organisational Awareness

Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

Understanding the needs, objectives and constraints of those in other disciplines and functions.

Behavioural Skills

Interacting with People

Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.

Behavioural Skills

Teamwork

Working collaboratively with others to achieve a common goal.

Behavioural

Providing Direction

Directing others to undertake specified tasks within a defined timescale.

Behavioural

Follow-up and Monitoring

Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.

Behavioural Skills

National/International Standards

Aware of

Current and emerging standards associated with IT practice nationally and internationally, published by authorities such as IEEE, IEC, BSI, ISO.

Technical Knowledge and Skills

Corporate, Industry and Professional Standards

Familiar with

Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.

Technical Knowledge and Skills

Business Continuity Planning

Aware of

Methods and techniques for risk assessment, business impact analysis, establishment of countermeasures and contingency arrangements relating to the serious disruption of IT services.

Technical Knowledge and Skills

Business Environment

Familiar with

The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).

Technical Knowledge and Skills

IT Environment

Familiar with

The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.

Technical Knowledge and Skills

Value Chain Concepts

Familiar with

Identification and representation of the primary and support activities required to deliver a product or service in order to analyse aspects such as inefficiencies and costs.

Other Knowledge and Skills

Presentation Techniques

Familiar with

Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences.

Other Knowledge and Skills

Appraisal Techniques

Familiar with

Methods and techniques for appraising an individual’s performance and potential.

Other Knowledge and Skills

Operations Management

Familiar with

Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.

Other Knowledge and Skills

Budgets

Aware of

Principles, methods, techniques and tools for the preparation and monitoring of budgets to manage costs and ensure cost-effectiveness and value for money.

Other Knowledge and Skills

Risk Management

Familiar with

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Techniques for Effective Meetings

Aware of

Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.

Other Knowledge and Skills

Coaching Techniques

Familiar with

Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans.

Other Knowledge and Skills

Project Planning and Control Techniques

Aware of

Methods and techniques associated with planning and monitoring progress of projects.

Other Knowledge and Skills

Own Organisation’s Learning and Development Procedures

Familiar with

The procedures used within own organisation for staff learning and development.

Other Knowledge and Skills

Resource Allocation

Familiar with

The effective and efficient routine deployment of resources, (but also including reassessment and reallocation in a dynamic multi-project environment), to achieve optimum results.

Other Knowledge and Skills

Service Delivery Economics

Familiar with

The economics of service delivery, such as the cost per service line in terms of hardware, software, and manpower used to deliver the service.

Other Knowledge and Skills

Service Level Agreements

Proficient in

The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.

Other Knowledge and Skills

Financial Management

Familiar with

Knowledge of Financial Management and Management Accounting. Competent management of costs, budgets and cash flow.

Other Knowledge and Skills

Performance Monitoring

Familiar with

Identifying, agreeing and monitoring (usually by face-to-face interviews) objectives and deliverables with individuals. Identifying under-performance issues against agreed quality standards and performance criteria. Identifying gaps in capability and causes, disciplinary or ability-related (needing assistance, training or other support).

Other Knowledge and Skills

Disciplinary Issues and Procedures

Familiar with

Managing episodes of unsatisfactory behaviour or performance in accordance with appropriate policies and legislative conformance. Includes changes to circumstances, such as sickness, disability and other personal issues.

Other Knowledge and Skills

Team Dynamics

Aware of

Knowledge and understanding of the psychological and environmental forces that influence the direction of team behavior and performance and the tools and techniques to improve team cohesion and performance.

Other Knowledge and Skills

Information Assurance

Familiar with

Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.

Other Knowledge and Skills

Training Activities

Training Components

Title Details

Service Delivery

The service delivery processes: the systems, products, services, hardware and software environment.

Stakeholder Relationship Management

Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.

Coaching

Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).

Contract Negotiation

Methods and techniques for negotiating contracts for the supply of IT-enabled products, services and contract personnel.

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Mentoring

Methods and techniques for providing mentoring support to less experienced individuals.

Security Awareness

Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.

Health and Safety

Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details

Deputising

Standing in for supervisor or manager on a temporary basis during periods of absence.

Job Shadowing and Special Assignments

Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.

Research Assignments

Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management

Gaining Knowledge of Activities of Employing Organisation

Developing an understanding of the potentially diverse range of activities (service, governance, administrative, regulatory, commercial, charitable, industrial, etc.) undertaken by the employing organisation.

Gaining Knowledge of IT Concepts and Techniques

Undertaking study, learning and, where possible, practice in IT concepts and techniques external to own function.

Participation in Professional Body Affairs

Taking an active part in professional body affairs at branch, specialist group, committee or board level.

Negotiating and Influencing

Undertaking learning and practice of negotiating with and influencing others.

Qualifications

Qualification Components

Title Awarding Body

ITIL 4 Specialist Create, Deliver and Support (Managing Professional Module)

AXELOS

ITIL 4 Specialist High-velocity IT (Managing Professional Module)

AXELOS

ITIL 3 Capability Module Operational Support and Analysis (Intermediate)

AXELOS

ITIL 3 Capability Module Planning, Protection and Optimization (Intermediate)

AXELOS

ITIL 3 Capability Module Service, Offerings and Agreements

AXELOS

ITIL 3 Lifecycle Module Continual Service Improvement (Intermediate)

AXELOS

ITIL 3 Lifecycle Module Service Design (Intermediate)

AXELOS

ITIL 3 Lifecycle Module Service Operation (Intermediate)

AXELOS

FEDIP Senior Practitioner

FEDIP

ITIL Practitioner

AXELOS

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with

2 – Working

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.

DDaT » IT Operations Job Family

IT Ops – Business analysis (IT Operations)

You can visualise and articulate complex problems and concepts. You can apply logical thinking and solve complex problems. You can make disciplined decisions based on available information. You can gather and analyse information using comprehensive tools and techniques. You can use data to formulate both short-term day-to-day and long-term strategic plans. You can identify and analyse options and assess feasibility and operational impact. You can ensure that the business solution aligns with the vision, mission, objectives, strategy, business and user needs. You can identify a viable solution or control.

2 – Working

You can investigate problems and opportunities in existing processes, and contribute to recommending solutions.

You can work with stakeholders to identify objectives and potential benefits.

DDaT » IT Operations Job Family

IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where

2 – Working

You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family

IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

3 – Practitioner

You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.

DDaT » IT Operations Job Family

IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

2 – Working

You have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).

DDaT » IT Operations Job Family

IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

2 – Working

You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.

DDaT » IT Operations Job Family

IT Ops – Stakeholder relationship management (IT operations)

You can identify, analyse, manage and monitor relationships with and between stakeholders. You can clarify mutual needs and commitments through consultation and consideration of impacts. You can co-ordinate all promotional activities for one or more customers, to achieve satisfaction for the customer and an acceptable return for the supplier. You can assist the customer to ensure that maximum benefit is gained from the products and services supplied.

2 – Working

You can identify important stakeholders and relationships, and work with teams to build these relationships. You can understand how to work with stakeholders and contribute to improving these relationships.

DDaT » IT Operations Job Family

IT Ops – Strategic thinking

You can take an overall perspective on business issues, events and activities, and discuss their wider implications and long-term impact. You can determine patterns, standards, policies, roadmaps and vision statements. You can effectively focus on outcomes rather than solutions and activities.

2 – Working

You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies.

DDaT » IT Operations Job Family

IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

DDaT » IT Operations Job Family

IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

2 – Working

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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