Site IT Manager - Rockville

The purpose of the Site IT Technical Manager role is to lead or support a local small team of skilled & specialist IT professionals who will deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their site. 

The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisation, their operations, SPOC and engagement ways of working.  In liaison with Site IT Technical Lead and service capability owners they will document the technical landscape of the site ensuring its current and future performance will meet business need. 

They will document the workforce requirements to enable effective delivery of premier services including a thorough appreciation of the impact from IT on business-critical activities for their site, including CMDB data.  They will represent Site IT Technical team via a network of site partners and site Leadership Team.  Where relevant they will have support or be responsible for consistent delivery of AskIT, Onsite & VIP services for their site.  Where relevant they will have support or be responsible for consistent delivery of OCS Specialist Services directly aligned to the overall Operations IT & Onsite service strategies.  They will be responsible for the proactive engagement and adoption of technologies by the local workforce and distribution of relevant communication and training in liaison with Service Owners/providers.  They may lead other locally sourced or specific services for their site and will ensure management of local contracts.  They will ensure local IT team in their site/remit is fully informed and engaged regularly to support a globally consistent approach to services. 

Key Accountabilities & Responsibilities 

Service Delivery, Performance & Exploitation: 

• Responsible for the highest levels of user experience and satisfaction for all services delivered to their site including new service introductions.  Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores. 

• Responsible for proactively leading expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and demonstrating effective core IT processes. 

• Responsible for service performance levels attainment of locally owned services, using standardized dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans. 

• Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with any local Site/Marketing Company/Commercial Business function. 

• Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team. 

• Acts as a partner concern point for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls. 

• **Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment.  Daily run of OCS ser