The Business Support Manager has three main roles:

·         Understanding and co-ordination requests for making small changes (small projects)

·         Running the continuous improvement project for the IT service of a department (improving on SLA)

·         Dealing with the escalation of operational issues

Reports to the Director of Operations and working to the relevant Business Delivery Partner and external clients

·         Work effectively across the service delivery teams ensuring small projects are managed and delivered successfully.

·         Successfully deal with any operational escalations from the client departments, ensuring the relevant service delivery team respond effectively to the issue.

·         Ensure all complaints are properly recorded, monitored and that the problem is dealt with to the User's satisfaction within the agreed timescales.

·         Carry out analysis in relation to the type and frequency of the Users' complaints, to enable preventative action to be developed and to ensure that the client department is kept informed of the status of such complaints and level of customer satisfaction

·         Own critical operational issues on behalf of the client departments and deal with these effectively

·         in conjunction with the client department, review the impact of new and upgraded Services on the client and ensure that they are introduced smoothly

·         Support and encourage clients to use IT equipment and services appropriately

·         Monitor support problems, check helpdesk statistics and act as a point of escalation for helpdesk calls and ensure live Application problems and failures are properly managed and dealt with.

·         Monitors costs, timescales and resources used for small projects or support changes, and take action where these deviate from agreed tolerances. Ensures that delivered systems are implemented within these criteria Activity Tracking

·         Takes appropriate action where performance deviates from agreed tolerances.

·         Actively represent the organisation with the client departments, ensuring that effective relationships are built and maintained with the business.

·         Evaluate and make recommendations/decisions on technical options as appropriate.

·         Probably educated to degree level or holds a professional qualification.

·         Has gained work management experience, typically four years which involves operational support or project work.

·         Broadly skilled in information and communications technology. Has a comprehensive knowledge of relevant development life-cycles.

·         Client Management Skills

·         Knowledge of Public Sector IT Programmes