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Senior Service Assurance Manager - Infrastructure & Network Services

Senior Service Assurance Manager – Infrastructure & Network Services
Milton Keynes

Technology is the driving force behind Argos’ success online, in stores, in logistics, in back office, in trading, in ranging, in design, in marketing and everywhere else in the company. We know our customers, colleagues and shareholders depend on ArgosTech to drive our success and while we respect the significance of the challenge, honestly, we live for this kind of responsibility.

As the Senior Service Assurance Manager for Infrastructure, you will own the definition, implementation and delivery of the strategy for service delivery relating to our hosting platforms & networks. Operating in collaboration with our key service partners, you will ensure that your strategy realised with quality, consistency and integrity, allowing you to deliver of world class IT services which our customers and colleagues can take-for-granted will work brilliantly every day because as we all know, the only good tech is working tech.

This role covers a broad spectrum of activity, including elements of; service management, incident management, change management, problem management, continual service improvement, Disaster Recovery (DR), Business Continuity (BCP), strategy & planning and vendor relationship management.

Main Areas of Responsibility;

* Delivery of infrastructure service relating to Hosting & Networks
* Definition and implementation of the service delivery strategy of the future of Hosting & Networks
* Budgetary ownership of circa £25m
* Providing leadership & guidance to Sainbury's Argos colleagues
* Managing a team of 2 Service Delivery Managers

What you’ll be doing (typically)

* Working with a team of service assurance managers and strategic service partners, you will deliver great service to Sainsburys Argos colleagues and customers on a day-to-day basis, using your knowledge and experience to provide challenge and leadership at a technical level
* Engaging in resolution of major incidents, ensuring that root cause analysis is completed in a timely manner, lessons are learnt, next steps & actions are followed up on
* Taking ownership for the definition and realisation of the strategy for service delivery relating to infrastructure and networks. Ensuring that there is clear direction for the area which maps out the future for the area
* Managing the performance of 3 – 5 strategic service partners, formally reviewing service levels, operational agreements and other performance metrics on a regular basis, budgetary ownership of Opex budget up to circa £25m
* Championing the adoption of strong problem management & trend analysis processes within the team, analysing incident data to identify underlying problems, defining and delivering activity to drive down incident volumes and to prevent on-going or significant Operational impact
* Taking a structured approach to continually improving the service offering, working with existing tools and processes to manage an improvement backlog for the area,
* Infrastructure demand management and forecasting
* Engaging with the Platform engineering team to understand and take-on support of new tools, technologies and platforms
* Supporting activity to design and transition new services as early as possible in their delivery lifecycle
* Owning Disaster Recovery (DR) processes, ensuring that they are reviewed and tested on a regular basis
* Performing role of Duty Manager out of hours (on rota), providing support and assurance for out of hours major incidents affecting business continuity

Skills & Experience

* Extensive experience in a similar role in an IT Service Management environment, preferably in the Retail Industry
* Hands-on experience of working in technical domain relevant to role eg. Networks, Hosting
* ITIL V3/2012 senior accreditation
* Broad technical knowledge; Infrastructure Operating Systems & Platforms (eg. Windows, UNIX, LINUX, Mainframe, Cloud) / Data Centre, Operational Management & tools / Network (eg. DNS, IP addressing, LAN / WAN, Firewalls, Routers, Switches, ,Access Points, WiFi)
* Experience of working in an Agile environment

You

* You know that the only good tech is working tech; you understand what good infrastructure service looks like and how to make this happen
* You are comfortable with working in a fast paced, ever-changing environment, embracing change and ensuring it lands smoothly
* You revel in the details, but are still able provide strong leadership and management
* You are hands-on, not arm’s length, willing and able to roll-your-sleeves-up when required
* You can think on your feet and make decisions

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