Service Management Partner

Descriptions

WYCA is seeking to improve its service management capability by introducing a best-practice ITIL approach that fits its organisation’s size, culture and complexity. A best-practice approach will be used to re-engineer the end-to-end delivery for all ICT services, this is not about improving speed of technology delivery but producing better designed and more stable services that delivers organisation benefits which improves customer satisfaction. WYCA is in the final stages of creating its specification. WYCA is looking for a service management partner who can provide guidance on all areas of the ITIL framework and agree an implementation approach for each. As ITIL is so broad it may be the case that the selected supplier allocates different specialists for different parts of the framework. In addition to providing service management expertise, the service management partner will provide PRINCE2 management, the Combined Authority will provide a project Assistant to give support and internal co-ordination. The partner will be required to deliver a PID within 3 weeks of the project commencing which will require sign-off from the ICT management board which this project reports to. Much of this work will involve engagement with senior Combined Authority staff outside ICT Services to develop essential service management requirements such as service and operational level agreements. Here, the service management partner will confidently lead workshops with heads of service and directors whilst closely involving ICT Services staff. Although it is not expected that the partner will write every SLA and OLA, they will lead the production of an agreed selection, train and develop Combined Authority staff to continue this work using their recommended approach and then have overall responsibility for the completion of the remaining agreements which will be delegated to Combined Authority staff under the partner’s direction. It is important that the service management partner is pragmatic and adaptable. The Combined Authority requires practical help with the introduction of service management techniques which will make a visible and rapid difference to how ICT services are delivered. The Combined Authority does not want a partner to undertake a theoretical exercise or to expand on the benefits of service management. The Combined Authority also requires help to further develop customer service skills throughout ICT Services. A change in culture is required into how the function works with customers, suppliers and partners, and how its staff are perceived.