ROLE PROFILE Job Title: MCS Service Manager Grade/Salary Banding: Reporting To: Head of Software Operations Business Function: Software Operations Managed Cloud Services Location eg s Head Office, Dunston Business Village, Staffordshire Tenure Permanent Hours Full Time Date of Last Review January 2016 Job Purpose The Managed Cloud Services (MCS) Service Manager is responsible for ensuring the continuous and secure delivery of eg s Managed Cloud Services to eg Project Teams, Customers and Partners in accordance with contractual SLAs and eg Information Security (IS) requirements. This includes delivery of MCS roadmap developments and testing. The MCS Service Manager is responsible for the operational (day to day) liaison with eg s cloud services provider(s) e.g. GCI, for the provisioning, configuration (including change management), and support of their cloud hosting environments and services. The MCS Service Manager is responsible for day to day liaison with eg s MCS Customers, for initial on-boarding of the Customer and connection to the service, for support and resolution of any IS issues, queries and audits, for change management of customer environments, and the planning and management of maintenance activities e.g. proactive software upgrades. The MCS Service Manager is responsible for providing support to eg s Project and Support Teams for any activities dependant on MCS services. Key Accountabilities MCS Service Availability MCS Supplier Service Management MCS Order Fulfilment MCS Client On-boarding (Service Connection) MCS Information Security MCS Project and Helpdesk Support MCS MI Reporting (Internal and Customer) MCS Customer Environment Maintenance MCS System Monitoring and Growth Planning MCS Change Management MCS Roadmap Delivery MCS Reference and Development Environment Maintenance
Key Accountabilities MCS Penetration & Vulnerability Testing MCS Backup Restore and Disaster Recovery Testing Main Duties & Responsibilities MCS Service Availability: Ensure the MCS service availability SLAs are met through active management of risks, issues and supplier service management Investigate service outages and work with supplier and/or internal teams to ensure all possible and practical remedial actions are in place or planned to minimise or prevent future outages MCS Supplier Service Management: Day to liaison with hosting supplier to ensure the successful delivery of services to eg and our customers Ensure suppliers adhere and deliver to contractual obligations and SLAs and resolve exceptions MCS Order Fulfilment: Manage the specification, ordering and receipt of hosted environments required to fulfil customer MCS orders to agreed timescales Manage the setup and configuration of customer environments including eg product installations and licencing to fulfil orders to agreed timescales Communicate order fulfilment status internally and to customers to meet invoicing, revenue recognition and project requirements MCS Client On-boarding (Service Connection): Manage the process of on-boarding customers to MCS services by clear and timely communication of customer requirements during pre-sales and project start up Support customers in resolving connection issues and in any necessary IT changes e.g. firewall rules Ensure the maintenance and handover of customer environment details to Support MCS Information Security: Contribute to the definition of policies, processes and procedures for Information Security in the MCS environments Managed adherence to IS policies, processes and procedures including Access Management, and Incident Management Provide support to Pre-sales, Sales, Project Teams and Customers, for queries related to MCS Information Security MCS Project and Helpdesk Support: Provide support to Customer and eg Project Teams for MCS related project activities specifically; o User and Security Group setup and maintenance
Main Duties & Responsibilities o Static Data Maintenance o Databases backups and restores Provide support to the Helpdesk Support team in resolving MCS related RFSs, outages and supplier incidents MCS MI Reporting (Internal and Customer): Provide monthly MCS SMT Management Information (MI) covering all key aspects of MCS Service Delivery, including: o Service Availability % by Customer (monthly and 3 month rolling) o Outages and Actions Taken o Backup Status / Issues o Failover / Disaster Recovery Testing (conducted and planned) o Service Performance Monitoring (and actions/recommendations) o eg Software Product Maintenance (conducted and planned) o Change Management (conducted and planned) o Supplier Issues o MCS Roadmap Updates Provide customer specific MCS MI on request e.g. up-time analysis. MCS Customer Environment Maintenance: Maintain records of MCS Infrastructure and Customer Environments covering: o Virtual Server(s) specifications o Platform Software and Licencing (OS, SQL, SFTP etc.) o Installed eg Products and Licences (to Hot-fix level) Ensure Customer Environments are maintained in adherence with eg s MCS maintenance policy and/or contractual obligations e.g. for product upgrades, maintenance releases and hot-fixes Work with Support and Service Management to ensure agreed Customer Maintenance windows and that agreed maintenance is completed MCS System Monitoring and Growth Planning: Ensure effective System Monitoring solutions and processes are in place with hosting suppliers such that issues can be detected and resolved before or as soon as they impact Service Availability e.g. disk space, CPU usage etc. Ensure Customer Environment resources (Disk, RAM, CPU etc.) are appropriately and adequately specified, and ensure processes to monitor and plan for growth and in place and effective Implement necessary changes to Customer Environments as a result of monitoring and growth planning to ensure Service Availability MCS Change Management: Ensure all changes made within MCS Environments are managed under a Change
Main Duties & Responsibilities Management process Ensure all changes have been tested wherever appropriate and possible and that back out plans are in place MCS Roadmap Delivery: Project Manage MCS Roadmap projects and initiatives agreed with the Head of Software Operations Ensure appropriate testing and controlled deployment of any MCS Roadmap deliverables to safeguard Customer Environments and Service Availability MCS Reference and Development Environment Maintenance: Agree and maintain under Change Control, Reference and Development Environment specifications that are approved within eg and with Suppliers Maintain Reference Environments with host suppliers for the purposes of Disaster Recovery Failover and Penetration / Vulnerability Testing Maintain a Development Environment with host suppliers for the purposes of change testing and Roadmap developments MCS Penetration & Vulnerability Testing: Ensure the Penetration and Vulnerability testing requirements for Managed Cloud Services (MCS) Infrastructure Developments are met, as specified in procedure P923 Development of Secure Products and Cloud Services Manage the resolution of any issues or vulnerabilities in MCS Infrastructure or Suppliers Cloud Platforms, and support the CTO in the resolution of issues with eg Products Support and facilitate any customer requests for Penetration and/or Vulnerability testing of the MCS using the Reference Deployment MCS Backup Restore and Disaster Recovery Testing: Ensure regular (minimum annually) Backup Restore and Disaster Recovery Failover solutions provided by suppliers are regularly tested with evidence of success Resolve any issues arising from testing with the supplier or within eg Supervisory Responsibility N/A Job Challenges The job holder needs to be able to manage conflicting priorities, which require the need to work flexibly with shifting priorities. Operating Context 1. eg is constantly reviewing priorities and resources in line with business needs, therefore the job holder will be required to work flexibly.
2. The job holder needs to work with customers, partners, supplier and internal teams requiring excellent interpersonal skills and the ability to be dependable and flexible. 3. The appointee must be able to work outside of normal working hours as business and customer needs dictate. Relationships The significant internal and external relationships which must be maintained for the role to be carried out effectively are: Internal: Senior Management Team Support Team Development and Testing Teams Quality and Compliance Manager Project Managers and Project Teams External: MCS Customers (including Information Security functions) Hosting Suppliers e.g. GCI Knowledge, Skills and Experience Knowledge Knowledge of IT infrastructure and cloud technologies Knowledge of the requirements of ISO 9001/27001 standards Knowledge of eg s MCS service offering and underlying technologies Skills Ability to build strong, co-operative and positive relationships with suppliers to ensure service delivery Ability to build strong relationships with internal teams and co-ordinate activities of others to fulfil the demands of the role Strong customer facing skills, professionalism and able to communicate with technical and non-technical audiences Project management skills including risk and issues management Experience Experience of IT Service Delivery
Knowledge, Skills and Experience Experience of Supplier Management Experience of working in environments with regulated Data Protection and Information Security requirements ideally accredited to ISO 27001 Experience of working in an process orientated ISO 9001 (or equivalent) environment Experience of working in environments with strict Configuration and Change Management and governance Organisational Structure See current Company Organisation Chart. Values and Behaviours Variation to Job Description eg reserves the right to vary the duties and responsibilities of its employees within the general conditions of the Scheme of pay and conditions and employment related matters. Thus it must be appreciated that the duties and responsibilities outlined above may be altered as the changing needs of the business may require. Role Holder Signature: Date: