Senior IT Service Manager

Summary

A senior IT service manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.

At this role level, you will:

lead a team, ensuring adequate resources and capacity
act as an escalation point for business stakeholders
display 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 sound knowledge of techniques and approaches that can be used to deliver value, such as Agile, DevOps and Lean.

Background

Background Components

Description	Background
Demonstrates good oral and written communication skills. Has a rudimentary knowledge of the software and hardware platforms on which the applications run; understands the business environment in which they operate. Has some knowledge of the information systems development processes relevant to the role and the applications to be supported.	Prior Knowledge and Skills

Work Activity Components

Title	Details
Has gained expertise in the alignment of performance setting and assessment with organisational goals. Understands processes and procedures of performance management. Manages projects and organises the work of others. Demonstrates a responsible and disciplined approach, even under pressure. Has excellent and developed 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 thoroughly familiar with the services and products delivered and the tools, technology, methods, procedures, processes, equipment and software used in the operation and management of the service. Has a comprehensive understanding of the selection and use of monitoring tools. Has an extensive understanding of relevant financial principles and procedures, including cross charging both internal and external to the organisation. Has the ability to lead teams of staff successfully when handling complex or high impact problems. Has substantial experience of dealing with customers, users, specialists and service providers. Is skilled in conducting meetings and team management.	Prior Knowledge and Skills

Title

Details

Has gained expertise in the alignment of performance setting and assessment with organisational goals. Understands processes and procedures of performance management. Manages projects and organises the work of others. Demonstrates a responsible and disciplined approach, even under pressure. Has excellent and developed 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 thoroughly familiar with the services and products delivered and the tools, technology, methods, procedures, processes, equipment and software used in the operation and management of the service. Has a comprehensive understanding of the selection and use of monitoring tools. Has an extensive understanding of relevant financial principles and procedures, including cross charging both internal and external to the organisation. Has the ability to lead teams of staff successfully when handling complex or high impact problems. Has substantial experience of dealing with customers, users, specialists and service providers. Is skilled in conducting meetings and team management.

Prior Knowledge and Skills

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
Decision Making		Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources.	Behavioural Skills
Commercial Orientation		Understanding commercial considerations and ensuring alignment with them when making decisions or recommending actions.	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
Influence, Persuasion and Personal Impact		Conveying a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of authority.	Behavioural Skills
Teamwork		Working collaboratively with others to achieve a common goal.	Behavioural
Leadership		Clearly articulating goals and objectives and motivating and leading others towards their achievement.	Behavioural Skills
Providing Direction		Directing others to undertake specified tasks within a defined timescale.	Behavioural
Delegation		Delegating tasks, responsibilities and authorities effectively.	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	Familiar with	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	Proficient in	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	Familiar with	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	Proficient in	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	Proficient in	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	Proficient in	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	Familiar with	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	Familiar with	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	Familiar with	Methods and techniques associated with planning and monitoring progress of projects.	Other Knowledge and Skills
Own Organisation’s Learning and Development Procedures	Proficient in	The procedures used within own organisation for staff learning and development.	Other Knowledge and Skills
Resource Allocation	Proficient in	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	Proficient in	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	Proficient in	Knowledge of Financial Management and Management Accounting. Competent management of costs, budgets and cash flow.	Other Knowledge and Skills
Performance Monitoring	Proficient in	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	Familiar with	Knowledge and understanding of the psychological and environmental forces that influence the direction of team behaviour 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).
Advanced Techniques for Business Process Improvement	More complex tools and techniques associated with the analysis, modelling and streamlining of business processes.
Contract Negotiation	Methods and techniques for negotiating contracts for the supply of IT-enabled products, services and contract personnel.
Career/Talent Development Methods and Tools	The background, purpose and approach of the organisation’s career/talent development strategies and programmes. Their fundamental elements — competency and L&D frameworks, such as SFIAplus; talent management and development planning processes and tools; scheme administration and management; roles and responsibilities; and communication of the benefits.
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.
Project Assignments	Participating in a project team, working group or task force established to deliver a solution to a specific problem or issue – especially valuable if the group is inter-disciplinary.
Mentoring	Acting as a mentor, advising those for whom there is no direct responsibility, on matters to do with their job role, career and professional development.
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Gaining Knowledge of Broader IT Issues	Increasing and maintaining currency of knowledge of broader IT issues through reading, attending and participating in seminars or conferences, special studies, temporary assignments etc.
Gaining Strategic Knowledge of Employing Organisation	Developing a comprehensive understanding of the business environment in which the employing organisation operates and its position, policies and direction in relation to industry, country and global issues.
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.
Management Development	Undertaking learning and best practice of the skills appropriate to managing all or part of an organisation, including business and financial management, benefits management, people management, management of change and strategic planning. This will require both on and off the job learning and may include participation in an appropriate development programme such as MBA or DMS (Diploma in Management Studies).

Qualifications

Qualification Components

Title	Awarding Body
ITIL 4 Specialist Drive Stakeholder Value (Managing Professional	AXELOS
ITIL 4 Strategist Direct, Plan and Improve (Managing Professional / Strategic Leader Module)	AXELOS
ITIL 3 Managing Across the Lifecycle	AXELOS
Chartered IT Professional (CITP)	BCS – The Chartered Institute for IT
ITIL 4 Managing Professional	AXELOS
FEDIP Advanced Practitioner	FEDIP

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	3 – Practitioner You can manage configuration items, related information, service compliance and risks.
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.	3 – Practitioner You can lead investigative work into problems and opportunities in existing processes. You can lead the collection of information and creation of recommendations for improvements. You can absorb large amounts of conflicting information and use it to produce solutions.
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	3 – Practitioner You can analyse current processes, and identify and implement opportunities to optimise them. You can lead and develop a team of experts to deliver service improvements. You can help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
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.	3 – Practitioner You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.
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.	3 – Practitioner You have an expert certificate in the service management framework qualification.
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.	3 – Practitioner You can use your data analytics skills to enhance business performance.
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.	3 – Practitioner You can influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You can facilitate and deliver business outcomes.
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.	3 – Practitioner You can define strategies and policies, providing guidance to others on working in the strategic context. You can evaluate current strategies to ensure business requirements are being met and exceeded where possible.
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.	3 – Practitioner You can collaborate with user researchers and can represent users internally. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level