What is the purpose of the role?
The service capacity manager will be an experienced IT service management professional with overall responsibility managing the capacity of components, services and pipeline business requirements TWUL business areas and to ensure that appropriate service is delivered 24/7/365 to support business outcomes.
What makes this role unique?
The areas of expertise we’re looking for are focused on the end to end service management of our IT services. This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers.
What will this role involve?
Establish and ensure maintenance of service capacity management process, policies, procedures and guideline and manage the service capacity management process and ensure it is delivered to the agreed level of performance to support service availability.
Ensure that new or modified IT services follow capacity management process requirements and testing and provide requirements to ensure that new or modified IT services will meet capacity targets.
Act as the focal point for service capacity management for the IT acting as a the key contact and escalation point.
Ensure that the service capacity management process is consistently followed across the Service Delivery function and that full process compliance is achieved across all resolver groups and third party suppliers.
Responsible for monitoring IT capacity levels, comparing actual levels against agreed targets, and addressing service shortfalls and ensure that capacity-related incidents and problems are addressed.
Work with project teams to guide the design of capacity and the ‘sign-off’ of all new IT service deliveries ensuring that capacity provision is in line with service criticality, business requirements and regulatory requirements.
Ensure that service capacity is monitored and reported against and ensure the creation, maintenance, and use of a capacity management information system (CMIS).
Service management: Support other service management processes and activities to support the delivery of BAU including, continuity management, availability management, security management, financial management, major incident management change & release management.
Service capacity management reporting: ensure the provision of regular, transparent and accurate reporting on all service availability activities against agreed KPIs and performance criteria.
Risk Management; work in collaboration with the operational risk and compliance manager to identify risks and issues that arise from the service capacity management process.
Continuous service improvement; develop, make recommendations and own Service Capacity Management CSI activities to improve overall process delivery.
Stakeholder management: develop key relationships within the business areas and in the IT department to support the delivery capacity activities to ensure that stakeholders are fully engaged during design and improvement of service and service outcomes.
What are we looking for?
We are looking for someone with ITIL v3 planning, protection and optimisation or service design with a significant amount of experience working in an IT operational environment. Essential experience required is experience of working as a lead or manager in a service capacity used to working with a team spread over multiple locations as part of an outsourced arrangement with and offshore partners in a multi-vendor environment. Essential technical skills solid working knowledge relating to providing capacity options, process design and management, IT operations management. Self-motivated with attention to detail and an ability to deliver under pressure. You must have the ability to deliver continuous improvement against agreed criteria and measurement of the successful outcome knowledge of monitoring and reporting against agreed SLAs, KPIs and BAU objectives, experience of delivering and managing services to agreed levels, customer service techniques and stakeholder management.
Information and salary details
This role is based at our offices in Reading. We are offering a salary of between £40,800 and £72,200 dependant on skills and experience. On top of our competitive salary package, you will also receive a competitive bonus, car allowance, private healthcare and an industry leading pension scheme. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 26/03/2018.