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IT Service Manager

Job Description

We're looking for an IT Service Manager to join an existing service management operation and hit the ground running. Flexible and broadly deployable, you're confident with technical disciplines and have a successful track record of leadership. 

Your Role: 
  • Supporting the management of successful delivery of a Value for Money IT support function, including the management of service delivery support teams.
  • Identify opportunities to improve the user experience and implement interventions
  • Resource management of teams to meet the demands of the business and Financial management of relevant Operations budget lines and current contracts
  • Work with Commercial Team to ensure that we leverage best value from current suppliers and frameworks.
  • Act as an escalation point for the operational Service Desk
  • Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements.
  • Ensuring services are aligned to best practice
  • Perform operational processes, such as Incident Management, Problem Management and Change Management
  • Ensure adequate reporting and service standards are met 
  • Attend the weekly Operations Management meetings and ensure that two way cascading happens throughout their teams, e.g. Change Agreement Board
  • Identify, plan and perform Continual Service Improvement activities
  • Ensure service asset and configuration processes/policies are properly controlled

Your Skills:
  • Knowledge of ITIL V3 or V4 and ITSM 
  • Hands-on experience with Service Now or Service Anywhere
  • Previous experience in an Incident Management, Problem Management, Knowledge Management or CI/CD Management role
  • Understanding of ITSM framework: In-depth understanding of ITSM framework principles and processes, and the ability to apply the technical knowledge.
  • Flexible, adaptable and a team player
  • Quickly develop an understanding of the business, strategy, to communicate in business terms and understand the business levers.
  • Excellent communicator