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Area/Tower: Linux

Purpose: 

The Platform Services Manager is an execution-focused leadership role and at a level below the L3 Global Sub-Capability Head, Head of Platform Services Delivery. The role contributes to the transformation of the Global Delivery Unit into the Future Mode of Operation (FMO), supporting large-scale adoption of automation, follow-the-sun delivery, AI techniques, and a one-standard approach across Global Delivery Centers, while ensuring quality and competitiveness. 

The Platform Services Manager is a global role with accountability across multiple locations, operating in a highly matrixed environment with strong cross-functional and cross-regional stakeholder management. The Platform Services Manager will be responsible for operationalizing and executing globally defined sub-capability strategies within the Platform Services’ managed area / service and team. This includes optimizing service delivery, operational performance, and delivery execution across locations within the agreed global framework defined by L3 leadership. While global strategy ownership remains with the Head of Platform Services Delivery, decision authority of the Platform Services Manager is focused on operational execution, prioritization, and delivery governance

Key Objectives 

● Execute and operationalize the globally defined sub-capability strategy and operating standards for the managed area / service and team within Platform Services of CIIM, aligned with the HIT&DWP Service Line strategy.

● Manage teams across multiple locations, working through matrixed structures and collaborating closely with local leaders and global stakeholders.

● Provide guidance and support to global and local team members, fostering continuous learning, inclusion, and performance excellence.

● Ensure effective and efficient delivery within the Platform Services’ managed area / service and team by updating of career pathways to build skills and knowledge of each team member.

● Oversee the planning, execution, and delivery of services within the managed area / service and team, ensuring quality, efficiency, and scalability.

● Drive continuous improvement and standardization across all managed services or teams, aligned with expected outcomes such as standardization, effectiveness, efficiency, and roadmap delivery.

● Identify opportunities for business growth and improved market competitiveness, tailored to the market context of managed area / service.

● Establish and oversee management reporting, review, and change-control processes.

● Drive the adoption and effective use of Agile practices within the managed area / service or team.

● Ensure compliance with industry regulations, organisational and GDU policies, and incorporate ESG (Environmental, Social, and Governance) principles.

● Drive financial targets for the managed area / service and team within Platform Services, operating within budgets and financial frameworks defined at sub-capability level.

● Participate in the pre-sales process at local execution level, including cost-model development and approvals.

● Continuously monitor and analyse market trends affecting the managed area / service and team to identify opportunities and challenges 

Qualifications (Education, Experience, Certifications) 

● Experience: Several years (at least 8) in the IT industry, and in a leadership or management role.

● Significant experience in managed services operations, with a track record of implementing standardized processes and delivery excellence.

● Industry Knowledge: Deep understanding of the Platform Services’ related industry (Wintel / Active Directory / Infrastructure Tools and Linux), including the latest trends, challenges, and opportunities.

● Certifications: preferred, but non-mandatory certifications, i.e. ITIL, PM, Agile 

Competencies / Capabilities (Skills, Knowledge, and Proficiency) 

● Operational Excellence: Knowledge of operational best practices in the Platform Services, including process improvement, quality management, resource optimization, and performance metrics.

● Strategic and Commercial Acumen: Ability to support and execute strategic plans for Platform Services’ growth, improve service delivery, increase client satisfaction, and and align operational goals with organizational strategy.

● Financial Acumen: Understanding of financial management principles, strong experience in budgeting, forecasting, and financial analysis. Ability to manage the profitability of managed area / service or team.

 ● Leadership and Team Management: Proven ability to lead, motivate, and develop high-performing teams. Strong decision-making and problem-solving skills.

● Client Relationship Management: Experience in managing client relationships, understanding client needs, and delivering high-quality service.

● Communication and Collaboration: Strong verbal and written communication skills, with the ability to effectively engage with clients, team members, senior management, and diverse stakeholders. Demonstrated ability to foster collaboration and teamwork across multiple locations and contexts.

● Adaptability: Ability to adjust to rapidly changing environments while applying a problem-solving mindset to address people challenge. 

● Global and Cultural Awareness: Experience working in a global environment, managing multicultural and cross-functional teams across several locations, collaborating with international clients, demonstrating strong cultural intelligence.

● Availability: Willingness to travel and work across time zones, as required