Non KARAT Role Name MFT service Engineer Key Responsibilities
Risk Compliance
Ensure IT Services are compliant with the organisations Risk and Controls framework identify and log Control deficiencies and oversee funding submissions to address deficiencies uplift compliance
Manage the evergreening position for the product communicating end of support dates and compatibility requirements
Change
Define and enforce structured change governance ensuring proper impact assessment risk analysis and rollback planning to ensure high quality
Facilitate Internal Change Review meetings ensuring readiness of changes for downstream reviews and approvals
Represent changes in regional Change Advisory Board and Bar Raiser Review meetings with technical team support as required
Participate in Change and Incident Community of Practice calls to foster adoption of best practices and continuous improvement
Incident Problem
Lead recovery efforts as the Incident Commander during service impacting incidents ensuring mobilisation of resources and explicit stakeholder communication
Ensure timely data collection and representation at Post Change and Post Incident Reviews both internal and external
Monitor and ensure resolution of Problem Records within SLA driving readacross activities for broader Product or Platform learning
Performance Reporting
Measure and analyse performance at both IT Service and Service Group levels identifying deficiencies and driving improvements in collaboration with technical teams
Provide performance data commentary and insights to support broader Platformlevel reporting and OKR tracking
Supplier Management
Support the Head of ThirdParty Management by measuring supplier performance reviewing enhancement requests and ensuring SLA compliance
Act as an escalation point for supplier support cases driving timely and effective resolution while promoting consistency and best practices
Strategy Customer
Assist the Product Owner in the creation and regular review of the Product Strategy and in their engagements with customers
Work with Service Delivery leads to identify opportunities to reduce manual effort toil utilise this data to help the Product Owner to prioritise and refine the backlog for the Engineering Practices area
Ensure new solutions and or ways of working delivered by the Engineering Practices area are fit for purpose and handed over to Service Delivery in a safe and controlled fashion
Skills RequiredRequired Skills Experience
Over 5 years of experience as an IT Service Manager
Knowledge of Project Management Business Analysis and or Software Development Lifecycle ideally in an Agile Scrum environment
Ability to positively influence engage and collaborate with stakeholders at all levels including high value customers suppliers vendors and other internal Product teams
Comfortable with ambiguity shifting priorities and being outside of comfort zone
Excellent communication skills
Customer engagement and stakeholder management skills working in different time zones