Live Services Manager
Job summary
Are you a passionate about managing live services and ensuring that end users, customers and IT teams have all the right ingredients in place to launch new systems and functionality?If so we would love to hear from you!
The National Institute for Health and Care Excellence (NICE) is going through an exciting period of change and rapid growth and there could not be a better time to join us.
As Live Services Manager you will play a pivotal role in supporting NICE achieve its ambitions to be an organisation as brilliant as the people in it by delivering stable, cloud first, secure by design, user focused services that improve employee effectiveness.
Interviews will be held on the 18th/19th June 2025.
Main duties of the job
This role is responsible for live service management across multiple platforms and services to ensure service availability, performance and process maturity. The scope includes c. 30 inhouse built services such as the NICE Website, to services enabling internal operational and productivity working like Microsoft 365 and Dynamics.
Building on extensive experience in the area, you will apply control and rigour to the implementation of IT services, supporting the continued availability and effectiveness of IT Services. You will play a key role liaising with teams across NICE providing a bridge between projects/programmes and the operation/support of the ongoing services.
o Drive the development and maturity of service management processes, including incident, problem, change, and configuration managemento Work with teams/functions across NICE to define service support models, service level/ experience level agreements (SLAs/XLAs) and operational level agreements (OLAs)o Work with DIT multi-disciplinary teams to provide assurance and planning expertise for service transitions to live enabling beneficial changes to be made with minimum disruption to IT services.o Chair the DIT Change Advisory Board (CAB) as required; take lead role in managing emergency changes and priority 1 incident management.o Ensure that a programme of continual live service improvement (non-functional) is put in place across the wider service delivery function.
About us
The Digital, Information and Technology (DIT) directorate is a 70 strong team of digital, information and technology professionals. Our digital teams adopt a user centric agile methodology and work in multi-disciplinary teams (MDT) with analytics and insight to develop and maintain NICE's suite of digital and technology services. We play a key role in the implementation of NICE's digital transformation programme. The teams in DIT design, develop and maintain NICE's suite of externally facing digital services including the NICE's website, Clinical Knowledge Summaries and BNF which attract more than 2 million users a month.
The Live Services Manager role sits within the Infrastructure and Operations function which manages cloud and on-premise infrastructure, networks and telephony for NICE as well as the Service Desk.
We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.
Job description
Job responsibilities
To be considered for this role, you should be able demonstrate all essential criteria through the entirety of the recruitment process.Please ensure that you demonstrate in your supporting statement how you meet each of the shortlisting requirements individually, providing real life examples of your work.
Please note that applications may be rejected or subject to disciplinary action if evidence of plagiarism is detected. Examples of plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own.
Please see job description attached for full list of responsibilities.
Person Specification
Education
- ITIL Practitioner / Practice Manager level or equivalent in relevant government Digital, Data and Technology (DDAT) framework disciplines (eg Service Level Management, Change/ Release, Incident and problem, Availability, Capacity etc) or industry equivalents
Experience
- Experience in implementing change and release management, frameworks and practice
Experience
- Experience of providing assurance to teams transitioning services into live and/or leading service transition to live
Experience
- Experience of line and performance management of small teams within an IT/Digital function and/or matrix management of IT/Digital professionals to achieve business outcomes
Experience
- Experience of management and implementation of ITIL processes enabling effective service management practices
Skills
- Knowledge of how to measure and monitor infrastructure performance, risks and dependencies to support effective identification of live services needs
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
NICE – The National Institute for Health and Care Excellence
Address
Floor 3
Piccadilly Place
Manchester
M1 3BN
Employer's website
https://www.nice.org.uk/
- Company
- NICE – The National Institute for Health and Care Excellence
- Location
- Manchester, United Kingdom M1 3BN
- Employment Type
- Permanent
- Salary
- £53755.00 - £60504.00 a year
- Posted
- Company
- NICE – The National Institute for Health and Care Excellence
- Location
- Manchester, United Kingdom M1 3BN
- Employment Type
- Permanent
- Salary
- £53755.00 - £60504.00 a year
- Posted