Digital Service Manager

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  • Salary:

    up to 65k

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  • Published:

    3 months ago

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Role: Digital Service Manager

Salary: £50k to £65k

Location: London

As a Digital Service Manager you must be people-oriented and understand how to lead and manage a department that has high level of demand ensuring all technical strategies and new demand delivers to agreed SLA’s.

Responsibilities: Digital Service Manager

  • Leads, plans, directs and controls the activities from a Service Management ITIL process to a more DevOps focussed end to end Digital services. 
  • IT Service Management processes, Operational Level Agreements and Underpinning Contracts are firstly appropriate for the agreed service level targets and delivered to. 
  • You must be able to adapt the ITIL processes within an Agile and Lean delivery framework. With detailed focus on Change Management processes to ensure delivery of quality and high service availability. 
  • Implement Service Design Architecture across multi MSPs and SAAS/IAAS landscape. 
  • You will be accountable for your digital service throughout the 5 key ITIL lifecycles of Service Strategy, Service Design, Service transition, Service Operations and Continuous Service Improvement. 
  • Be accountable for the end to end service into Digital business and wider EE stakeholders. Managing a complementary digital service to our customers. 
  • Lead outage/crisis scenario with cross functional teams and collaboration with operational resources (service desk, engineers, 3rd Parties) and manage customer communications ensuring critical business processes and services are recovered and operating. 
  • Responsible for operational delivery of all contractual obligations, and ultimate customer satisfaction. 
  • Collate and present operational data as needed for SLA reporting from both technical compliance and a business performance point of view. 
  • Generate Monthly/Quarterly/Annual operational briefings to review with client management teams. In line with strategic application performance management framework and agreed KPIs agreed in SLA’s and OLA’s. 

Skills and Experience: Digital Service Manager

  • Detail and working knowledge of development frameworks such as Agile, SDLP, Scrum and Continual Improvement as well as waterfall project management processes 
  • Possesses wide and detailed Technical appreciation of IAAS and SAAS solutions as a result of working on a day-to-day basis with IT and technical systems within an ITIL framework 
  • Possesses the ability to understand the Digital’s requirements and drivers and conduct meaningful discussions around how Digital Delivery can add value 
  • Drives improvement plans across a range of business areas and services and understands the commercial implications of the work undertaken / improvements required 
  • Possesses sound organisational knowledge: The functional structure of businesses and other organisations for which services are provided; their mission, objectives, strategies and critical success factors