LIVE SERVICE MANAGER

The Opportunity Make a difference and advance your career by helping deliver some of the UK’s most important #tech4good projects, making the world a smarter, safer, greener, and healthier place. You’ll join a talented team of dynamic and driven professional problem solvers; creative thinkers and solutions builders who thrive on helping clients meet the most exciting digital transformation challenges. At a certified Great Place to Work you’ll experience a dynamic and nurturing environment that rewards initiative and flexibility and enjoy a career path tailored to your own aspirations. About Us Founded in 1992, we are a successful, growing International digital transformation consultancy. We deliver multi-Queen’s Award for innovation winning platforms and services that support large-scale digital transformation. Our digital, data and technology solutions are used by globally recognised public and private sector brands operating in a variety of sectors including Civil Defence, Healthcare, Sustainable Environment and Land Asset Management, and Digital Democracy. Position As a Live Service Manager at Informed you will: · Lead multi-disciplined, agile Service Operations Teams that support national and business critical digital services. · Be responsible for the end-to-end support and continuous improvement of our cloud-native digital services. · Provide an excellent client experience while meeting Service Level Agreements, Key Performance Indicators, and delivering contractual obligations . · Be a focal point for our client and internal teams, building effective working relationships and always acting in a confident, transparent, collaborative, and commercially aware way. · Act as a point of escalation for high-priority incidents, problems, and exceptions. · Ensure that processes and procedures are established and followed to effectively secure, maintain, and continuously improve services. · Work with Delivery Managers to define, plan, and transition large, complex service improvements and technical changes into live service operations. · Provide calm, clear, collaborative, and hands-on leadership and management to assure service delivery and maximise overall quality, velocity while supporting the career development of practitioners. · Define and embed best practice that supports the ongoing development of the Service Operations discipline and be a champion for a ‘one team’ DevOps culture. Requirements · Experience acting in a senior leadership or management role supporting business critical services, systems and/or infrastructure, with responsibility for meeting Service Level Agreements, Key Performance Indicators, and contractual obligations. · Experience of supporting digital services that integrate multiple organisations and systems. Experience of the Government Digital Service (GDS) Standard is preferred. · Experience of working with multi-disciplined teams comprising software developers, testers, Infrastructure Engineers, and IT operations staff in a DevOps environment. · Outstanding verbal and written communication skills with the ability to express complex concepts in simple terms to stakeholders at all levels of seniority, up to Director level. · Strong willingness to share knowledge and coach more junior team members. · Strong understanding of continuous service improvement using Agile methodologies (Scrum etc). · A willingness to travel and work onsite if required . · A 2:1 degree or above in an IT, Computer Science, or Business Information Systems discipline. · Able to work under pressure and to short deadlines with a clear sense of priority within a fast-paced and agile environment. · Excellent work planning capabilities and time management skills. · Ability to balance conflicting deadlines and priorities. · A meticulous attention to detail. · Punctuality, reliability, and a clear commitment to your role. Benefits Our benefits package compliments our highly competitive salaries and our great working environment. We believe that our people should be properly rewarded for their commitment to the continued success of our business through a comprehensive and flexible range of benefits. These can include: · InformedACADEMY – We offer excellent career development opportunities through our award-winning personal and professional development programmes, including support with professional certifications. · Industry leading health and wellbeing plan – We partner with several wellbeing support functions to cater to each individuals need, including 24/7 GP services, mental health support and physical health support. · Hybrid working* · Private Health Care Cover* · Generous life assurance cover* · Gym Membership* · Weekly office lunch · Onsite massage sessions · 25 paid working days holiday per year plus bank holidays* · Sabbatical Leave Scheme* · Enhanced Maternity Leave and Pay* · Enhanced Paternity Leave and Pay* · Company Pension Contribution · Profit Share Scheme · Payment of professional subscriptions · Generous referral scheme with no limits on the number of referrals *Qualifying period applies Culture We are proud to nurture a workplace culture that is diverse, inclusive, rewarding, and egalitarian. We strive to live up to our values of Innovation, Excellence, and Integrity by thinking about things differently, always doing our best, and acting in good faith at all times. We’re a team of passionate problem solvers. We take pride in helping our clients accelerate and de-risk digital business change so that we can collaborate and codesign world class digital services that solve complex business and safety critical problems, particularly where place, location or geography are important. Our workplace culture reflects how we go about our work, the type of work that we choose to do, and our commitment and contribution to the sustainable social, environmental, and economic development aims of the communities that we are part of. We focus both on technical skills and equally importantly, on the cultural fit of prospective new colleagues. Our success relies on fostering an environment where creativity and collaboration produces great outcomes for our people, our clients, and our partners. As a Live Service Manager at Informed you will: Lead, operate, manage, and provide support for a range of our live operational digital services Be responsible for the end-to-end support and continual improvement of live cloud-native digital services that are national in scope and business critical in nature Ensure that Service Level Agreements, Key Performance Indicators and contractual obligations are delivered to a high standard Be a focal point for our client relationships, always acting in a confident, transparent, collaborative and commercially aware way Provide calm, clear, collaborative and hands-on leadership and management of Informed Solutions multi-disciplined Service Teams, encouraging a ‘one team’ DevOps culture and agile ways of working Act as a point of escalation for high-priority incidents, problems and exceptions Define and embed best practice Experience acting in a senior leadership or management role supporting business critical services, systems and/or infrastructure, with responsibility for meeting Service Level Agreements, Key Performance Indicators and contractual obligations Experience of supporting digital services that integrate multiple organisations and systems. Experience of the Government Digital Service (GDS) Standard is preferred Experience of working with multi-disciplined teams comprising software developers, testers, Infrastructure Engineers and IT operations staff in a DevOps environment Outstanding verbal and written communication skills with the ability to express complex concepts in simple terms to stakeholders at all levels of seniority, up to Director level Strong willingness to share knowledge and coach more junior team members Strong understanding of continual service improvement using Agile methodologies (Scrum etc) A willingness to travel and work onsite if required A 2:1 degree or above in an IT, Computer Science or Business Information Systems discipline Able to work under pressure and to short deadlines with a clear sense of priority within a fast-paced and agile environment Excellent work planning capabilities and time management skills Ability to balance conflicting deadlines and priorities A meticulous attention to detail Punctuality, reliability, and a clear commitment to your role Benefits Our benefits package compliments our highly competitive salaries and our great working environment. We believe that our people should be properly rewarded for their commitment to the continued success of our business through a comprehensive and flexible range of benefits. These can include: InformedACADEMY – We offer excellent career development opportunities through our award-winning personal and professional development programmes, including support with professional certifications. Industry leading health and wellbeing plan – We partner with several wellbeing support functions to cater to each individuals need, including 24/7 GP services, mental health support and physical health support. Hybrid working* Private Health Care Cover* Generous life assurance cover* Gym Membership* Weekly office lunch Onsite massage sessions 25 paid working days holiday per year plus bank holidays* Sabbatical Leave Scheme* Enhanced Maternity Leave and Pay* Enhanced Paternity Leave and Pay* Company Pension Contribution Profit Share Scheme Payment of professional subscriptions Generous referral scheme with no limits on the number of referrals *Qualifying period applies Culture We are proud to nurture a workplace culture that is diverse, inclusive, rewarding, and egalitarian. We strive to live up to our values of Innovation, Excellence, and Integrity by thinking about things differently, always doing our best, and acting in good faith at all times. We’re a team of passionate problem solvers. We take pride in helping our clients accelerate and de-risk digital business change so that we can collaborate and codesign world class digital services that solve complex business and safety critical problems, particularly where place, location or geography are important. Our workplace culture reflects how we go about our work, the type of work that we choose to do, and our commitment and contribution to the sustainable social, environmental, and economic development aims of the communities that we are part of.