Service Management Partner - AWARD

WYCA is looking for a Service Management Partner who can provide guidance on all areas of the ITIL framework and agree an implementation approach for each. As ITIL is so broad it may be the case that the selected supplier allocates different specialists for different parts of the framework.

In addition to providing service management expertise, the Service Management Partner will provide PRINCE2 management, the Combined Authority will provide a Project Assistant to give support and internal co-ordination. The partner will be required to deliver a PID within three weeks of the project commencing which will require sign-off from the ICT Management Board which this project reports to.

Much of this work will involve engagement with senior Combined Authority staff outside ICT Services to develop essential service management requirements such as service and operational level agreements. Here, the Service Management Partner will confidently lead workshops with heads of service and directors whilst closely involving ICT Services staff.

Although it is not expected that the partner will write every SLA and OLA, they will lead the production of an agreed selection, train and develop Combined Authority staff to continue this work using their recommended approach and then have overall responsibility for the completion of the remaining agreements which will be delegated to Combined Authority staff under the partner's direction.

It is important that the Service Management Partner is pragmatic and adaptable. The Combined Authority requires practical help with the introduction of service management techniques which will make a visible and rapid difference to how ICT services are delivered. The Combined Authority does not want a partner to undertake a theoretical exercise or to expand on the benefits of service management.