Specialist - System Management

Specialist - System Management

Non KARAT Role Name MFT service Engineer

Key Responsibilities

Risk Compliance

Ensure IT Services are compliant with the organisations Risk and Controls framework identify and log Control deficiencies and oversee funding submissions to address deficiencies uplift compliance

Manage the evergreening position for the product communicating end of support dates and compatibility requirements

Change

Define and enforce structured change governance ensuring proper impact assessment risk analysis and rollback planning to ensure high quality

Facilitate Internal Change Review meetings ensuring readiness of changes for downstream reviews and approvals

Represent changes in regional Change Advisory Board and Bar Raiser Review meetings with technical team support as required

Participate in Change and Incident Community of Practice calls to foster adoption of best practices and continuous improvement

Incident Problem

Lead recovery efforts as the Incident Commander during service impacting incidents ensuring mobilisation of resources and clear stakeholder communication

Ensure timely data collection and representation at Post Change and Post Incident Reviews both internal and external

Monitor and ensure resolution of Problem Records within SLA driving readacross activities for broader Product or Platform learning

Performance Reporting

Measure and analyse performance at both IT Service and Service Group levels identifying deficiencies and driving improvements in collaboration with technical teams

Provide performance data commentary and insights to support broader Platformlevel reporting and OKR tracking

Supplier Management

Support the Head of ThirdParty Management by measuring supplier performance reviewing enhancement requests and ensuring SLA compliance

Act as an escalation point for supplier support cases driving timely and effective resolution while promoting consistency and best practices

Strategy Customer

Assist the Product Owner in the creation and regular review of the Product Strategy and in their engagements with customers

Work with Service Delivery leads to identify opportunities to reduce manual effort toil utilise this data to help the Product Owner to prioritise and refine the backlog for the Engineering Practices area

Ensure new solutions and or ways of working delivered by the Engineering Practices area are fit for purpose and handed over to Service Delivery in a safe and controlled fashion

Skills RequiredRequired Skills Experience

Over 5 years of experience as an IT Service Manager

Knowledge of Project Management Business Analysis and or Software Development Lifecycle ideally in an Agile Scrum environment

Ability to positively influence engage and collaborate with stakeholders at all levels including high value customers suppliers vendors and other internal Product teams

Comfortable with ambiguity shifting priorities and being outside of comfort zone

Excellent communication skills

Customer engagement and stakeholder management skills working in different time zones

Key Metrics reporting Project Management Skills

Good Analytical and Problemsolving skills

Good Technical Documentation skills

Jira Service Desk and Confluence experience

Desired Skills

Managed File Transmission experience Sterling File Gateway ConnectDirect etc