Service Operations Manager

The Group IT organisation is responsible for aligning IT with the business on the delivery of DS Smith’s strategic priorities. It will do this by building strategic capabilities, enabling transformational efforts and embedding quality in all systems and processes.

The role is responsible for managing the overall execution of the Incident, Problem and Change Management processes across Group IT. In addition, it will ensure that potential or actual service disruptions are mitigated or resolved as quickly as possible. The role will also provide clear and concise communication of Major Incidents and Problems impacting the Business.

The Service Operations Manager will report directly to the Head of IT Service Management.

This role can either be based in Euston Road or Milton Keynes.

Key Accountabilities

• Coordinate IT problems and major incidents for core Group IT services; driving partners and service owners to deliver resolution.
• Run Major Incidents ensuring that communication, escalation and information capture is timely and appropriate, resulting in rapid time to resolution and facilitating root cause analysis.
• Run the weekly Change Advisory Board (CAB) and fulfil the vision for this to encompass group wide Infrastructure and Application changes.
• Build, implement and endorse standardised Group level IT Processes, specifically for Incident, Problem and Change Management.
• Working with Group IT Design & Build functions, ensure quality of service and support is designed into all solutions and appropriate support models are in place
• Ensure that multi-sourced IT services are delivering against IT & Business objectives
• Produce operational reports
• Monitor the performance of our Partners against Service Improvement Plan contents
• Ensure the accuracy of and ongoing maintenance of the Service Catalogue
• Aware of operational changes that impact Group IT services, highlighting risk to the business
• Represent Service Operations in BAU transition activity planning & execution
• Ensure SLA’s & OLA’s are in place and appropriate

Person Specification

• Must be experienced in IT Service Management, preferably in complex, multi-national organisations.
• Proven experience in working with the ITILv3 methodology.
• Ability to communicate and build relationships outside the IT function and fosters a collaborative working relationship with various stakeholders.
• Knowledge and use of Service Management software, preferably ServiceNow
• Effective vendor management and IT service continuity management.
• Display professionalism, tenacity, customer service attitude and attention to detail
• Commitment to quality and continual service improvement.
• Possess strong interpersonal, management and influencing skills with good stakeholder engagement.
• Strong team player who always works in alignment with the DS Smith core values.
• Ability to prioritise and quickly resolve issues.
• Excellent oral and written communication skills.
• Excellent analytical and problem solving skills.
• Effective prioritisation and project management skills
• Ability to work across diverse organisations.
• An extensive understanding of Service Level Agreements and their application
• Promotes positive team spirit, displays ability to get things done in a matrix environment through persuasion and influence
• Certification in and commitment to service management best practice as defined by ITIL

About DS Smith

Location: Milton Keynes or Euston Road, London (candidate's choice)

About DS Smith:
DS Smith is a leading supplier of recycled packaging, both within the UK market and throughout Europe. A FTSE 100 listed business with a turnover in excess of £4 billion, the organisation employs over 32,000 people worldwide & is continuing to grow both organically & through acquisition.

Salary: £55,000 - £60,000 plus up to 10% bonus

Benefits:
•25 days holiday plus Bank Holidays
•Competitive Pension and Life Insurance Package
•Annual cycle to work scheme