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Job Title: IT Service Continuity Manager

Salary: Competitive

Employer: Deloitte

Location: Cardiff

Job Category: IT & Technical

Contract Type: Full-time

Job Description

As part of the increasing dynamic and evolving internal IT Service Organisation we are looking for an IT Service Continuity Manager to help design, develop and manage Service Resilience capability across a mixture of on-premise, cloud based and 3rd party service providers.

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This will be working initially with colleagues in both UK and Switzerland but expanding to cover services throughout North West Europe and Global.

Your role

This is a new role to develop and lead the Deloitte UK and CG ITS IT Service Continuity Management process. The role will be based within the ITS Service Management function and initially work alongside a Resilience Programme team to proactively and often, independently, identify and implement ongoing improvements.

It will be necessary to work collaboratively with a broad range of stakeholders both within the Service Management team, Operations teams and externally.

The IT SCM Manager will not be required to directly organiSe DR Exercises but will need to be closely aligned to the testing team who conduct these exercises.

The role will work with the owners of other Service Management processes and Service Owners on an ongoing basis to strengthen the supporting controls that underpin robust Service Resilience. The IT SCM manager will also need to ensure that ITS continually align Service Delivery to Business Continuity requirements and policies

Responsibilities to include:

• Providing IT SCM SME knowledge across the organisation

• Owning the ITSCM roadmap and proactively identifying and implementing activities to increase the maturity of IT SCM controls

• Ensuring the resilience capability of the organisation aligns to Business Continuity requirements

• Assisting Configuration Management in strengthening controls in support of increased Service Resilience

• Conducting resilience architecture reviews for current and new IT Services

• Verifying IT Service RTO and RPO capabilities against Business requirements

• Representing IT SCM controls at Change Board

• Attending Incident reviews for high priority issues, resilience failures and multiple service impacting incidents

• Working with capacity management to ensure that unavailability outages due to resilience failure are proactively prevented

• Assisting problem management in reactive and proactive activities

• In conjunction with the IT Service Transition process owner, strengthen project non-functional controls

• Participating in reviews of data centre resilience capabilities

• Oversight of Business Continuity Management plans for IT Staff to ensure feasibility of IT Service Continuity plan assumptions

• Oversight of DR testing process managed by an internal testing function

• Ownership of the Data Centre Loss recovery planning capability

Your work, your choice

How long does impact take? How long is a piece of string? How many seconds does a solution contain? How can we possibly tell? After all, impact can be huge or small. Immediate or years in the making. At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk.

We, therefore, carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. If the working pattern you are looking for is not specifically indicated below, we are happy to discuss alternative arrangements.

Your professional experience

• Demonstrable DR experience within Service Continuity/Service Resilience disciplines essential

• Experience working across the Service Management lifecycle to implement and refine underpinning Service Continuity controls within other Service Management processes essential

• ‘Hands on’ previous experience organising and coordinating resilience testing is desirable

• Thorough understanding of IT Service Management. ITIL Foundation certification mandatory. ITIL Intermediate/Expert level certification desirable.

• Broad knowledge of Windows platforms, SQL, Storage, Virtual Machines and Citrix environments

• A professional and confident style, with drive & enthusiasm and a strong ability to multi-task

• Ability to work independently and proactively essential

• Strong management, communication, technical and remote collaboration skills are a must with the ability to communicate professionally and effectively with staff at all levels

• Ability to coordinate across teams in a large matrix-organisation environment


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