The Boeing Company Service Management Senior Manager in Bristol, United Kingdom
At Boeing, we are all innovators on a mission to connect, protect, explore and inspire. From the seabed to outer space, you’ll learn and grow, contributing to work that shapes the world. Find your future with us We are looking to hire a Service Management Senior Manager to join our Boeing Defence UK (BDUK), a subsidiary of the Boeing Company and currently employs over 1,200 people in the UK BDUK recognises the criticality of digital services in support of contracted and planned growth in the UK and this key role has an important bearing in BDUK and business partnering is key to the success of the current and future programmes This is an opportunity to join a mature international company and be responsible for building partnerships with all internal and external stakeholders. This role is part of a growing Common Information Services (CIS) team to support various programmes of work, and many future business requirements. This individual will own the overall responsibility for Service Management supporting external contracts and internal business units. This includes working collaboratively with the other teams within CIS – Architecture, Infrastructure, Test and internal IT teams. BDUK ITSM processes have been matured and are firmly embedded since the SCIS Contract Award 7 years ago, and there is a requirement within this role to build on the success of the current programmes, keeping the processes sold both externally and internally. You will be accountable for managing the end to end delivery of our Service Management capability in line with agreed SLAs and KPIs by leading, motivating and driving a team across the following processes; incident management, pro-active problem management, request fulfilment, change management and service transition, release management, service level management and configuration management practices. The overall objectives are to ensure the continuity and availability of services in meeting stringent Service / Operational Level Agreements and key Performance Indicators across the programmes Responsibilities • Leading, motivating, developing and appraising first line managers and individual team members • Ensuring corporate management and training obligations are fulfilled for all managers and individual contributors. • Provide support and guidance to first line managers and champion the Boeing behaviours flowed down from corporate Boeing. • Ensuring adherence to the Service Management processes by the capability teams for the programmes that are supported. • Continuous improvement best practise. • Enhancing the Customer experience and ensuring customer communications are effective. • Manage first line managers to ensure that the daily workload is consistently completed in line with agreed service standards • Acting as a senior escalation point for key business and IT stakeholders • Ensuring effective Management Information service reporting is produced on a daily, weekly and monthly basis. • Conducting regular Operational Service Reviews with our Customers. • Transforming Service Management by bringing thought leadership in making the function more agile, automated, customer centric and delivering service excellence. This permanent role can be based in Bristol or Milton Keynes and reports to the CIS leader who is based in Bristol. Required: Proven leadership experience with strength in people management Knowledge and experience of ITSM best practice. Knowledge and experience of current ITSM toolset. ITIL V4 Practitioner or V3 with bridge qualification (or working towards) Service management/ service delivery experience in a commercial environment Working knowledge of Continual Service Improvement Fully experienced in service management best practices, ideally in a technology services environment All information provided will be checked and may be verified Please apply asap for this role as recruitment may commence before the end date Important information regarding this requisition: This requisition is for a locally hired position in the UK. CANDIDATES MUST HAVE CURRENT LEGAL AUTHORIZATION TO WORK IMMEDIATELY IN THE UNITED KINGDOM. BOEING WILL NOT ATTEMPT TO OBTAIN IMMIGRATION AND LABOR SPONSORSHIP FOR ANY APPLICANTS. Benefits and pay are determined at the local level and are not part of Boeing U.S. based payroll. PLEASE NOTE: The successful candidate will be expected to undergo a SECURITY CHECK/CLEARANCE
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.