Command and control centre manager

You can:

• track, log and correct information to protect assets and components

You can:

• manage service components to ensure they meet business needs and performance targets

You can:

• implement changes based on requests for change
• apply change control procedures

You can:

• contribute to the work of others
• motivate and empower teams
• create the right environment for teams to work in, and can identify the best team makeup depending on the situation
• recognise and deal with issues

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

• show an awareness of the IT standard continuity management processes and procedures

You can:

• identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

• investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
• contribute to the implementation of remedies and preventative measures

You can:

• take inputs and establish coherent frameworks that work

You can:

• You have a Level 3 service management framework qualification

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes

You can:

• maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
• verify the location and state of assets

You can:

• manage service components to ensure they meet business needs and performance targets

You can:

• analyse and assess impact, and develop and document change requests
• implement changes based on requests for change

You can:

• contribute to the work of others
• motivate and empower teams
• create the right environment for teams to work in, and can identify the best team makeup depending on the situation
• recognise and deal with issues

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

• show an awareness of the IT standard continuity management processes and procedures

You can:

• diagnose and prioritise incidents, investigate their causes and find resolutions

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

• initiate and monitor actions to investigate patterns and trends to resolve problems
• effectively consult specialists where required
• determine the appropriate remedy and assist with its implementation
• determine preventative measures

You can:

• take inputs and establish coherent frameworks that work

You can:

• You have a Level 3 service management framework qualification

You can:

• understand the core technical concepts related to the role, and apply them with guidance

You can:

• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes

You can:

• maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
• verify the location and state of assets

You can:

• manage service components to ensure they meet business needs and performance targets

You can:

• deal with high impact, complex change requests
• ensure that release policies, procedures and processes are applied

You can:

• work collaboratively in a group, actively networking with others
• adapt feedback to ensure it’s effective and lasting
• use your initiative to identify problems or issues in the team dynamic and rectify them
• identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses

You can:

• analyse current processes, and identify and implement opportunities to optimise them
• lead and develop a team of experts to deliver service improvements
• help to evaluate and establish requirements for the implementation of changes by setting policy and standards

You can:

• manage the runbooks for service continuity
• manage the processes around service continuity and test the runbooks to ensure that service availability can be maintained in any event

You can:

• lead the investigation and resolution of incidents

You can:

• take accountability for issues that occur and be proactive in searching for potential problems
• achieve excellent user outcomes

You can:

• initiate and monitor actions to investigate patterns and trends to resolve problems
• effectively consult specialists where required
• determine the appropriate remedy and assist with its implementation
• determine preventative measures

You can:

• see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

• You have a Level 3 service management framework qualification
• demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

• show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

You can:

• collaborate with user researchers and can represent users internally
• explain the difference between user needs and the desires of the user
• champion user research to focus on all users
• prioritise and define approaches to understand the user story, guiding others in doing so
• offer recommendations on the best tools and methods to use

You can:

• manage configuration items, related information, service compliance and risks

You can:

• ensure the correct implementation of standards and procedures
• identify capacity issues, and stipulate and instigate the required changes
• initiate remedial action

You can:

• deal with high impact, complex change requests
• ensure that release policies, procedures and processes are applied

You can:

• work collaboratively in a group, actively networking with others
• adapt feedback to ensure it’s effective and lasting
• use your initiative to identify problems or issues in the team dynamic and rectify them
• identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses

You can:

• analyse current processes, and identify and implement opportunities to optimise them
• lead and develop a team of experts to deliver service improvements
• help to evaluate and establish requirements for the implementation of changes by setting policy and standards

You can:

• manage the runbooks for service continuity
• manage the processes around service continuity and test the runbooks to ensure that service availability can be maintained in any event

You can:

• lead the investigation and resolution of incidents

You can:

• take accountability for issues that occur and be proactive in searching for potential problems
• achieve excellent user outcomes

You can:

• ensure that the right actions are taken to investigate, resolve and anticipate problems
• co-ordinate the team to investigate problems, implement solutions and take preventive measures

You can:

• see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

• You have an expert certificate in the service management framework qualification

You can:

• show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

You can:

• give direction on which tools or methods to use
• demonstrate experience in meeting the needs of users across a variety of channels
• bring insight and expertise in how user needs have changed over time to ensure they're met by the business
• apply strategic thinking to provide the best service for the end user

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus