IT service manager
IT service managers make sure the organisation's digital services are delivered to agreed levels and keep improving. They define service levels, manage the service catalogue, report on performance, and coordinate the teams and suppliers that run each service. In health care, they turn what clinical services need, such as round-the-clock availability, into service targets and support arrangements.
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- IT operations
- UK GDaD PCF role
- IT service manager (IT operations)
- ESCO occupations
- ICT operations manager (ISCO-08 1330)
- On GitHub
- Role document · Role data
Levels
| Band | Role level | UK GDaD PCF level | Civil Service grades | Job evaluation points |
|---|---|---|---|---|
| 4 | IT service analyst | IT service analyst | AO/EO | 275 |
| 6 | IT service manager | IT service manager | HEO/SEO | 428 |
| 7 | Senior IT service manager | Senior IT service manager | SEO/G7 | 484 |
| 8b | Head of IT service management | Head of IT service management | G7/G6 | 594 |
In a digital health care organisation
- Service levels for clinical systems reflect clinical risk, so targets for the electronic patient record or prescribing differ from those for a corporate system.
- Services are often provided by a mix of in-house teams, suppliers, and services shared with partner organisations, so service managers coordinate across organisational boundaries.
- Clinical business continuity depends on IT, so service managers work with clinical and emergency planning leads on downtime and continuity plans.
- Clinical staff have little time to report problems, so service managers use monitoring, service desk data, and clinical feedback to find issues early.
UK GDaD PCF role description
IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services, and working with teams from IT service operations.
ESCO occupations and skills
ESCO lists the skills and knowledge that employers usually need (essential) or may need (optional) for each occupation. Use them as a checklist for development conversations.
ICT operations manager
ICT operations managers coordinate ICT services and infrastructure ensuring that the organisation has the required infrastructural resources. They also plan and monitor stages of either a business process or a computer process, negotiate contracts and take mitigation action in case of non-fulfilment of agreements. They oversee the day-to-day tasks involving infrastructure components, ICT systems and software.
Essential skills and knowledge (18)
Skills and competences
- attend to ICT systems quality
- define technology strategy
- design process
- develop ICT workflow
- improve business processes
- maintain relationship with suppliers
- manage budgets
- manage changes in ICT system
- manage staff
- oversee quality control
- perform project management
- track key performance indicators
- train employees
- use ICT ticketing system
- use different communication channels
Knowledge
Optional skills and knowledge (23)
Skills and competences
- apply organisational techniques
- comply with legal regulations
- coordinate technological activities
- develop information standards
- implement ICT risk management
- implement ICT security policies
- implement a virtual private network
- manage contracts
- perform procurement processes
- provide cost benefit analysis reports
- recruit employees
Knowledge
Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.