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

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.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level