Service Integration Manager
Location: West Wiltshire
Position: 4-6 Months Contract
Salary/Rate: £350 - £450 per day Negotiable
Must be Security Cleared
The Service Integration Manager is responsible for the end-to-end delivery of IT services and for ensuring that these meet the requirements of the Business. This role manages the integration of multiple Services and/or (internal and external) Service Providers and/or Service Towers/ delivery units, working closely with Service Managers, ITIL Process Managers, Team Managers and other key delivery roles and functions as required to align service design, service transition and service execution.
The Service Integration Manager resolves cross-Service / cross-Provider / cross-Tower / cross- Delivery Unit etc. delivery issues and mitigating actions, and identifying the need to adjust SLAs and OLAs as needed. He/ she ensures that service levels are maintained and continually improved, and that any problems with the day-to-day delivery of services are minimized.
The Service Integration Manager will interface daily with Service Operations Teams, incl. Service Managers, internal delivery units, ITIL Process Managers etc. regarding Service Delivery performance, issues and planned activities. This key leadership position is responsible for leading the development and integration of effective processes to ensure flow of information regarding incidents, priorities and required improvements.
This role will be relevant if Client retains some internal service delivery. Can be merged with Service Delivery Manager.
Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organisational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates.
Influences policy formation on the contribution of own specialism to business objectives. Influences a significant part of own organisation. Develops influential relationships with internal and external clients/ suppliers/ partners at senior management level, including industry leaders. Makes decisions which impact the work of employing organisations, achievement of organisational objectives and financial performance.
Performs highly complex work activities covering technical, financial and quality aspects. Contributes to the formulation and implementation of IT strategy. Creatively applies a wide range of technical and/or management principles.
Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies. Demonstrates clear leadership and the ability to influence and persuade. Has a broad understanding of all aspects of IT and deep understanding of own specialism(s). Understands and communicates the role and impact of IT in the employing organisation and promotes compliance with relevant legislation. Takes the initiative to keep both own and subordinates' skills up to date and to maintain an awareness of developments in the IT industry.
Excellent communicator. Has proven negotiation skills. Builds and leads team to clear objectives and performance expectations, creating vision and clear direction. Fosters an environment conducive to open and constructive communication with Service providers and client stakeholders on all levels, and maintains productive relationships with executive level sponsors.
Has had a managerial role in Service Integration and Provider Management across multiple clients and providers, e.g. on Contract Executive level, leading Sourcing Management team. Has profound experience in balancing and aligning the interests of stakeholders on both business and provider side, demonstrating excellent negotiation and stakeholder management skills. Key decision maker, working with C-Level clients and providers.
Regularly makes decisions and takes independent action to achieve strategic objectives and/or resolve issues. Guides team in applying useful problem solving approaches. Works cross-functionally with stakeholders in understanding and creating opportunities and making decisions in a timely manner.
Identifies and initiates solutions in unprecedented situations.
ITMO 6: Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services (including data, voice, text, audio and images). Influences senior level clients and project teams through change management initiatives, ensuring that the infrastructure is managed to provide agreed levels of service and data integrity. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.
SINT 6: Establishes standards and procedures across the IT service lifecycle (including the development lifecycle) in the areas of systems integration and testing and ensures that practitioners adhere to them. Manages resources to ensure that the systems integration function operates effectively.