Operational Resilience Lead

Our key client is looking for an Operational Resilience Lead to work on gov programme on a 6 months+ rolling basis.

Operational Resilience Lead

6 months+

Outside IR35 contract

Please note: SC CLearance is required

Practical requirements:
Detail any practical elements required to undertake this role: (Travel / Physical requirements) The role is mainly remote based with travel to customer sites at the request of the customer. The customer client sites are either Corsham or Whittington. The current level of travel is 1-2 days a month, however this can be requested up to 3 days a week.
Role requires BPSS & SC level Security Clearance

Overview
Programme delivers a sustainable, integrated, cohesive and enduring information capability that will fully and effectively support the delivery of evidence-based medical and dental health and healthcare outputs, in order to achieve the aim of the Client Medical Command.

The Operational Resilience Lead role sits in the Live Service Team reporting to the Service Management and Operations Lead. The primary focus of this role is to ensure the continuous availability, reliability, resilience and continuity of IT services in line with needs and objectives. Key areas of responsibility include:Availability Management, IT Service Continuity Management, Capacity Management, Monitoring and Event Management and Demand Management.
Any previous experience of working within Gov, NHS and Clinical/critical systems is preferable.

Job Description:
The Operational Resilience Lead plays a critical role in maintaining service availability and resilience through proactive planning, monitoring, improvement activities, risk mitigation and implementing strategies to ensure that the IT teams continue to deliver IT services in the face of disruption or emergencies. The role will be responsible for developing and maintaining key documentation for each Service which includes (but is not limited to): Availability Management plans,Availability Reports, IT Service Continuity Plans, Disaster Recovery Test Plans, Capacity Plans, Monitoring & Event Management PlansDemand Forecasts.

The key responsibilities of the role are:

• Define, develop, and implement the Availability Management principles, process, and procedures to best meet agreed service availability targets and objectives.
• Collaborate with technical support teams to document and implement Availability Management plans for each service and ensure availability of the services are being measured and reported on as part of service reporting.
• Define, develop, and implement the IT Service Continuity Management principles, process, and procedures to ensure IT Service Continuity plans are in place for each service.
• Collaborate with technical support teams to document and implement robust IT Service Continuity / Disaster Recovery plans to restore IT services, systems, and data in case of disasters, major incidents etc.
• Regularly test and update IT Service Continuity plans to ensure their effectiveness (via Tabletop exercises, Recovery Tests) at a frequency which adheres to MOD policies and requirements.
• Implement robust monitoring and event management processes and reporting to track service availability, capacity, performance and identify incidents.
• Produce Capacity Plans for each service and ensure such plans are reviewed and updated regularly.
• Collaborate with Service Owners and Technical Support teams to document demand Forecasts for each service and ensure demand information is considered in Capacity Plans.
• Work with various stakeholders to deliver artefacts required to satisfy operational acceptance criteria, including; Availability Management plans, Availability Reports, IT Service Continuity Plans, Disaster Recovery Test Plans, Capacity Plans, Monitoring & Event Management Plans and Demand Forecasts... etc.
• Ensure the processes above are managed and governed effectively and align with ITIL best practices and standards.

In addition, the individual will be expected to:

• Proactively seek improvement opportunities in main aspects of current role.
• Be self-motivated and show willingness to progress and learn.
• Understand and contribute to the delivery of aspirational metrics.
• Identify and progress risks and issues through to a suitable conclusion, escalating where appropriate.
• Prioritise and manage workload effectively.
• Demonstrate a proficient and continually advancing level of IT literacy

Skills and Experience:

• Proven experience in IT Availability Management, IT Service Continuity / Disaster Recovery, Capacity Management, Monitoring and Event Management and Demand Management process areas.
• Excellent communication and collaboration skills
• Strong attention to detail and a commitment to delivering high-quality results and reporting.
• Previous working knowledge of IT Service Management principles and ITIL framework
• Working knowledge of Remedy (or other ITSM toolset), Power BI and other tools and systems relevant to the ITIL process areas for this role is desirable.
• ITIL v3 or 4 Foundation certificates required.
• Experience of working with Agile and Lean practises

Key Strengths:

• Be able to adapt and open to new technologies, processes, and tools.
• Able to develop excellent relationships with stakeholders.
• Confident working under pressure and able to pivot and respond to different demand signals.
• Methodical and disciplined approach to work.
• Excellent listening skills.
• Able to prioritise workload but recognising the need to escalate where needed.
• Able to work unsupervised.
• Work effectively in a team environment.
• Strong analytical, problem solving and risk assessment skills.

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