6776 - Capacity Manager

The Ideal Candidate

As an experienced Capacity Manager you will have an understanding and experience in a capacity management role covering server, storage, networks, virtualised environments, applications and databases.

You will hold a deep knowledge of Capacity Management toolsets. BMC; VROps; SCOM; SQL, these toolsets in particular would be ideal with BMC BCO being a stand out advantage.

Bringing a sound understanding of ITIL methodology and service management best practices are a must to be a success in this role.

High level responsibilities and deliverables will include:

• Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component
• Liaise with Incident and Problem management to assess impact of Capacity related threshold breaches
• Accumulate information for all new or changed infrastructures and define expansion requirements
• Perform trend analysis, estimate overall growth (decrease) of user demand
• Forecasting future capacity requirements based on business plans, usage trends, sizing of new services, etc.
• Production of regular review and revision of the Capacity Plan, in line with the organisation's business planning cycle, identifying current usage and forecast requirements during the period covered by the plan
• Analysis of usage and performance data, and reporting on Service and Component performance against targets contained in SLAs
• Ensuring that all changes are assessed for their impact on capacity and performance and attending CAB meetings when appropriate
• Producing regular management reports that include current usage of resources, trends and forecasts

Role:

• The Capacity Manager will monitor and analyse capacity needs via SIAM and Tower based capacity reporting and is responsible for ensuring that services and infrastructure are able to deliver the agreed service level targets for capacity and performance in a cost effective and timely manner.
• The Capacity Manager will work with the Service Application Manager, Service Operations team and Change Manager to ensure that FITS Capacity Services are provided in line with the business capacity forecast.
• The Capacity Manager will provide analysis and reporting on FITS Supplier Capacity Management Processes to Service Management functions, with information related to services and resource capacity, utilisation and performance. They will be responsible for managing the MoJ repository/access of all Capacity Management data.
• Deliverables will include assurance of the new FITS suppliers’ capacity management systems and processes.
• Support the design, agreement and implementation of the relevant Service Model standards and processes across all relevant suppliers.
• The capacity Manager will work with the FITS suppliers to understand consumption and spend, with the aim of assuring utilisation of FITS Services and the reduction of any overcapacity to ensure the best possible value for money.
• They will forecast the capacity of operational services. This will include initiating proactive and reactive action to ensure that the performances and capabilities of services meet their agreed targets.
• They will have oversight and responsibility for the Capacity plan covering scenarios for different predictions of business demand and cost options to deliver the agreed service target levels.
• They will feed into the forming procurement strategies to optimize technology spend across the organization.
• Ensure the continuous review of services and service affecting capacity management to formulate improvements and remediation activities to enhance services and provide additional value for money.
• Act as an escalation point for capacity service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and customers.
• Support service reviews and operational review meetings with suppliers (internal and external, whilst developing and maintaining effective service line supplier relationships.
• Drive continual service improvements through the measurement and challenge of services and processes, tools and capability as part of Continuous Service Improvement (CSI) plan. Promote CSI to all stakeholders engaged in the consumption and provision of the end-to-end service.
• Collate and maintain management and service performance capacity information, on both a regular and ad-hoc basis, to deliver clear visibility of operational performance and enable overall service reporting.
• Identify and manage or escalate as appropriate capacity service risks and issues in accordance with standard MoJ Digital & Technology processes.   Build and maintain relationships with MoJ Digital & Technology, the FITS suppliers, senior MoJ and external stakeholders (customers, colleagues and suppliers).
• Participate in the acceptance, on-boarding and early life support of new services.

Key Skills and Qualifications:

• Extensive knowledge, understanding and subject matter expertise including but not limited to:

o Availability, Capacity and Performance Management principles and methodology o System Management technologies; Solar Winds, SCOM, SCCM

• Solid operational understanding and technical knowledge of multiple standards and tools; ITIL preferably V3 Practitioner qualified, ITSM preferably Remedy
• Proven track record of running an effective IT Availability, Capacity and Performance Management function
• Experience in process ownership and delivering process functions
• Proven ability to influence cross-functional teams without formal authority
• Familiarity with Project Management Approaches and the project delivery life cycle
• Familiarity with the SDLC (Service Delivery Life Cycle)
• Educated to degree level of external industry experience
• ITIL Intermediate level

Desirable:

Knowledge of: What’sup gold, Nagios, Solarwinds, Sev1, Riverbed

Desirable:

Familiarity with complex Excel functions and pivot tables.

Background:

IT Service Operations provides high quality IT services to MoJ Technology, Contract

Management and end user customers by -

• Providing our users with the tools they need to access and engage with services, product portals and collaboration tools.
• Providing professional Service Management & Service Transition, including effective operational control, service performance and supplier management processes.
• Oversight of the delivery by 3rd Party suppliers of the technical Service Support capabilities required to operate our platforms, applications and toolsets.
• Maintaining the Operational Security of our live services.
• Controlling the Service Architecture and lifecycle management of our services.
• Oversight of the Configuration and Management of MoJ licence compliance, physical and logical asset and account management.

Reporting Lines:

The post holder will work within the Service Operations team, reporting directly to Tech Performance Manager and may be responsible for a small team.

Special Conditions:

Live services will be based in three locations; Central London, Manchester and Birmingham. All roles may require flexibility of location, including working from supplier sites and other locations across the UK.

Due to the operational nature of the post there may be a requirement to work unsocial hours.

Some assignments relating to security / OSCT services will require DV clearance.

Competencies (Level 4)

• Leading and Communicating
• Changing and Improving
• Making Effective Decisions
• Delivering at Pace
• Managing a Quality Service
• Collaborating and Partnering
• Seeing the Bigger Picture

Skills for the Information Age (SFIA v5)

Description

Service level management (SLMO) - Level 5

Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

Client services management (CSMG) - Level 5

Acts as the routine contact point. Assists with the development of and applies client services standards to resolve or escalate clients’ service problems.

Further assignment specific skills may be appropriate depending on an individual’s assignment and career aspirations. You are encouraged to discuss these with your line manager to identify those that may relate to your role and outline the details in your professional development.

Closing Date: 23rd March 2017 at 23:55 hours.

If you require any assistance please call 0845 010 3512 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment@noms.gsi.gov.uk Please quote the job reference.