The Duty Service Manager will oversee management and communication of all high priority incidents and out-of-hours escalations, service continuity and crisis management and assist in the development and delivery of the departmental strategy. This role of 24/7, 365 and the role will also operate as part on an on-call rota. 

• Job Title: Duty Service Manager
• Location: Prudhoe
• Salary: Up to £33,000 DOE plus on-call allowance
• Hours: Monday-Friday, 37.5 hours between 7:00am-7:00pm plus on-call rota.

• Accountable for management and communication of all high priority incidents, relevant Networks and Business colleagues to provide efficient, timely and effective remedies to network and infrastructure issues and requirements, ensuring that business disruption is minimised.
• Act as an escalation point and provide support to Department team Managers by defining best practice and quality standards and ensuring they are understood and followed.
• Create a high performing and collaborative culture by demonstrating a drive for continuous improvement, showing commitment and drive to achieve results and improve departmental effectiveness. Provide regular communication, giving clear direction and guidance.
• Ensuring that RCA activities are completed “post” Incident and utilise Problem/ known error processes to ensure root causes of major/ High Priority incidents are clearly identified. 
• Analysis, the eradication of all-underlying faults, identifying and taking action to improve the service Assurance process and thus increase customer satisfaction.
• Ensure a consistent approach to management of the resolution of Major, Critical and Crisis Managed Situations across the full range of Daisy supported services, throughout their lifecycle. This includes prioritisation, communication, escalation, analysis & review.
• Lead Major Incident Reviews; supporting Incident Managers in identifying real causes and accurate descriptions of incidents and impacts; recommending remedial actions; acting as first point of escalation in the event of actions not being taken.
• Working with Change Management and users (at all levels) of defined Service Management Processes (e.g. Transition, Change, Configuration) to identify and remedy breaches of process.
• Act as a point of contingency for both Change and Problem Management functions, as business needs require.

• Demonstrable success in building high performing teams.
• Customer facing experience
• Experienced in report production for Major Incident Reports, data trending, daily and monthly reporting schedules for exec view
• Demonstrates a high level of management skill, with particular emphasis on interpersonal, communication, influencing and negotiating skills and the ability to motivate staff.
• Demonstrates a thorough and current understanding of developments in the application of
• I.T/ networks, and is able to assimilate and interpret advice from specialists, technical and otherwise.
• Experience of leading teams directly or indirectly to analyse, assess and resolve complex technology requirements, problems and issues
• A strong understanding ITIL V3 Service Management ideally accredited to foundation level or higher.

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products