British CouncilHiring for Service Manager at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Service Manager- Collaboration

Purpose of job:
Responsible for the management of Collaboration service like O365, Unified Communication, Audio & Video conferencing, Virtual Meeting rooms and additional services.

Role context

The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms across the organisation. GIS has accountability for enabling the full life-cycle of information for the whole of the business.

The British Council has undertaken a strategic review of its operating model including the creation of a new GIS operating model. This role is part of the new GIS team responsible implementing this operating model.

This role is located within the GIS Service Delivery team and reports to Service Manager. The purpose of the GIS Service Delivery team is to deliver reliable Information Services to the business while improving quality and efficiency through external comparison and an unrelenting focus on continuous improvement

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
The Service Manager role is accountable:
Ensure availability, sustainability and serviceability of collaboration services for the British Council globally.

Ensure delivery as per agreed SLAs, OLAs & KPIs. Take periodic review of SLAs, OLAs & KPIs both internal and with suppliers.

Act as escalation manger and act as SPOC for supplier interface for the services in scope.

Enhance service offering aligned to organisation requirements and effective contribution to build service that contributes to the success of the British Council

Take adequate measures to improve the service adaptability, usage and effectiveness by means of training, product enhancements, consultancy and promotions within the organisation.

Maintains knowledge of Collaboration and provides consultancy to prospective stakeholders, including Business Partners and IT community.

Develops the strategic approach for the use of Collaboration and implements new systems, processes and formulation of policies that will be adopted by the business on the use of collaboration services like O365, Virtual Meeting rooms, Video/Audio conferencing solutions and ensure the approach taken is compatible with IGRM guidelines and meets the expectations of the business.

Build and conduct periodic exercises for Capacity planning, disaster recovery, performance tuning and testing, logical and physical architecture design.

Develops the vision for the use of Collaboration services across the organisation and promotes the use of collaboration tool with the aim of enticing colleagues away from traditional options.

Develops and implements techniques for the integration of compatible solutions to O365 environment and uses the techniques to seamlessly carry out these integrations into O365 or other collaboration services within SLA, as agreed with stakeholders and their external users.

Has expert ability around the use various solutions in collaboration and to advise on, agree on, and document.

Set up governance, delivery & compliance framework for services in scope.

Perform quality, compliance and audit exercises to identify risks and opportunities against the service offering. Act on risks identified within agreed timelines. Maintain (RAID and JACD) logs for all risk and compliance. Own the monitoring and reporting on overall health of the services.

Provides guidance to business owners, stakeholders and IT community around the GDPR (or any other relevant international standards) on implications of sharing data with external partners, regularly audits on usage and service offering to ensure acceptance of the British Council’s terms of use from their external users, monitors and reports on overall access of external users to the O365 platform and communicates this to business owners and IGRM.

Liaises with IGRM (Information Governance Risk Management) to implement an agreed process of information sharing, classification, data retention, to develop information management policies for external users, to create standard process and promote overall good data management by site owners and their external partners.

Advises on and implements branding of collaboration services especially one with external interface.

Perform coaching, mentoring and deliver training to other members of IT community on the products and best practice usage for the products.

Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

Will be expected to stay up to date with forthcoming changes in the technology in collaboration world as well as the introduction of new features &s solutions, to ensure that the service remains stable yet innovative.

To liaise with GSD stakeholders on the development and implementation of a GSD support mechanism for external users.

Managing delivery of the Service Management processes for the service

Acting as Problem co-ordinator, Duty ISR, Major Incident manager, Lead Change Assessor, Change Assessor, Change Owner and Release Owner as required within the Service Support processes

Providing consultancy inputs to our business and others in relation to change programmes, new projects for the service line.

Knowledge sharing within the Operations teams.

People management: (include direct or indirect)

Direct line management of team of 3-8 members.

Role specific knowledge and experience

Technical :
Experience is managing service/platform/product end to end.

Experience in leading team of technical specialist & SME’s.

Experience in managing end to end Cloud service/infrastructure namely Azure & M365

Experience of managing Unified communication

Experience of managing Conferencing solution (Audio & Video)

Experience in managing MS mailing platform, Teams and other core M365 products.

Familiarity with using tools and languages like PowerShell, ASP.NET, JavaScript, Visual Studio, Microsoft Team System, Cascading Style Sheets, HMTL and other Microsoft-based technologies.

Familiarity with working on relational databases, columnar databases and data warehouse platforms such as MySQL, Oracle, SQL Server, etc.

Experience using Data visualization, Reporting and BI platforms like PowerBI, Tableau, SIS, Excel, Dynamic 365 etc

Demonstrable experience & awareness, in large complex international organisation as Service/platform/product lead.

Technical Support, Service Delivery mangement

Cloud Services & architecture namely Azure & M365

M365 Tenant Management

M365 Compliance & security Management

Product management

Information governance, GDPR, ISO27001, ISO 22301, Cyber Security, Cyber Essentials

Service Audit & compliance

management of project teams

experience of formal project methodologies (e.g., waterfall, agile prince 2)

complex technology/systems procurement

management of third-party suppliers

solution integration

data migration

global rollouts of technology

Stakeholder relationship management experience

Systems development management experience

Managing people

Communicating and influencing

Further Information

Pay Band – 8/E

Contract Type – Indefinite

Department/Country- GIS/ India – Noida

Closing Date (Time) – 28th March 22 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.