Application Operations Engineer
An application operations engineer supports, manages and maintains a single application or a suite of applications. This includes incident management, reporting and prioritisation as well as taking ownership of problems and resolving technical issues. You understand users and can identify who they are and what their needs are, based on evidence.
Business Relationship Manager
A business relationship manager is responsible for acting as the liaison between the business and a selected customer group within a department, or externally, to understand the operational and developmental needs of the business. You'll be skilled in asset and configuration management, business analysis, IT operations, life-cycle management and continual service improvement. You know how to maintain focus on the whole life of service delivery with a user focus through technical understanding and strategic thinking.
Change & Release Manager
Change and release managers lead the change advisory board, ensuring adequate risk assessment and scheduling of technical changes and releases. In this role, you also own the configuration management database and the access, security, configuration of change activities and release procedures. You know how to conduct life-cycle management for assets including hardware, software, intellectual property, licences and warranties. You have understanding of availability and capacity management, change management and community collaboration.
Command & Control Centre Manager
Command and control centre managers proactively monitor live services and performance trends to identify potential problems or areas for improvement that can then be investigated. You're skilled in asset and configuration management, change management, availability and capacity management, continual service improvement, incident and problem management.
End User Computing Engineer
An end user computing engineer is responsible for managing the product life cycle of all service-raised incidents (incident control) and all service requests (request control), requiring the use of knowledge management. In this role, you will also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services.
Infrastructure Operations Engineer
An infrastructure operations engineer supports, manages and maintains the core infrastructure that underpins production services. You'll be responsible for asset and configuration management, availability and capacity management, change management, coding and scripting, continual service improvement, testing and problem management.
Incident managers aim to restore normal service operation as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained. You have a user and service focus with the ability to take ownership of and manage problems through to resolution. You have experience in asset and configuration management, availability and capacity management, change management and service improvement.
IT Service Manager
IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services and working with teams from IT service operations. You have service management framework and reporting knowledge as well as experience with asset and configuration management and business analysis. You can take ownership of problems and proactively resolve technical problems and identify, analyse, manage and monitor relationships with and between stakeholders.
Problem managers aim to resolve and control the root causes of incidents caused by errors within the IT infrastructure and work to prevent the recurrence of these incidents. With a strong technical understanding and user focus, you have an in-depth understanding of Service Management Framework principles and processes. You can identify and take ovwnership of problems, analysing and helping to identify the appropriate solution.
Service Desk Manager
A service desk manager is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment. You will also be responsible for ensuring support for existing and emerging information and communications technology services, including providing technical advice to project teams.
Service Transition Manager
IT service transition managers provide overall planning for service transitions and coordinate the required resources. In this role, you will be expected to control the product life cycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.