Service Manager - Digital Systems

As Crossrail now proceeds through the final stages of commissioning, most of the complex sites and systems have undergone final testing and are being handed over to the operator.

The programme and operator have built or are in the last stages of implementing the operational technology (OT) and Information Technology (IT) systems that will be used to run and manage the railway.

As such ongoing service management of a disparate range of systems needs to be set up in a way that works in the context of an Infrastructure owner that is a subsidiary of TfL, so leveraging TfL best practice where appropriate.

Purpose of the Job

The role will be responsible for the design and initial operation of a service management framework for RfLI governing the information management systems and as applicable to the operational technology systems.

Working with the Head of Digital Systems and, the programme manager for Information & Management system programme and stakeholders in RfLI engineering and maintenance, the Service Manager will help detail out and implement a service management framework based on principles and strategy set out in the RfLI Information & Systems Management Programme. Principles & strategy will be based in industry best practices in enterprise architecture, service management and asset management and RfLI & TfL processes and standards.

Principal Accountabilities

• Establish a framework for service management covering IT and OT systems, levering existing enterprise IT and Asset Engineering & Maintenance frameworks.
• Deliver essential service management artefacts are put in place as soon as possible, starting with a Service catalogue covering known status of all IT and OT systems.
• Identify any gaps in service knowledge for all systems delivered to enable a plan to be put in place to get these rectified.
• Create a Service focus on the whole life of a system, ensuring that a set of IT products, suppliers and vendors come together to deliver an IT service.
• Establish standards for service management in terms of what is expected for all systems, including:

Service levels agreements / Operational level agreements

Service reporting

Asset & configuration management

• Take reasonable care of your own and others’ health and safety and of those who may be affected in the day-to-day delivery of this role by taking personal responsibility for working to Target Zero principles.
• Co-operate in all matters relating to health and safety, including following safe working procedures at all times.
• Act as a role model for vision and values, behaving in ways that are in alignment with Ways of Working. Encourage and support others to do so too.
• Promote equality in the workplace and adopt appropriate behaviour when interacting with colleagues.
• Take necessary care to properly protect the confidentiality, integrity and availability of corporate information from unauthorised disclosure, modification or destruction. Never knowingly put information or information systems at risk

Main Challenges of the Job

• Devising and implementing a lightweight service management framework that gives the benefits of structured service management but can be implemented swiftly with minimal changes to engineering / asset management processes.
• Identifying capabilities that can be delivered in stages in line with department capability maturity.
• Work closely with Head of Digital Systems & Software on strategy, Information Systems Programme Manager or workstream project manager as appropriate.
• Interfaces with TfL enterprise IT services management
• Interfaces with RfLI engineering & maintenance

Person Specification

• Experience of setting up a service management framework.
• Experience of operating within and ITIL service management framework.
• Knowledge and experience of software development, technology infrastructure and Cyber Security implementation within a large complex regulated environment.
• Qualification ITIL Practitioner desirable