IT Service Manager
Role details
Job location
Tech stack
Job description
You will ensure that:
· all service and support functions remain responsive to customer needs
· the service catalogue and wider IT service operations knowledge library is maintained
· adequate reporting and service standards are met for their specific service
· all technical change is communicated and managed, with appropriate governance
· a programme of continual service improvement is put in place across the wider service delivery function
Requirements
Do you have experience in IT service management?, The IT service Manager will manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance. Experience of Microsoft Admin Centre (including Defender), SOC1 & SOC2, NIST2, Cyber Essentials and ISO27001 are essential., o Asset and configuration management.
You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. (Relevant skill level: working)
o IT infrastructure You know how to support, design and implement infrastructure technologies and solutions such as: computing, storage, networking, physical infrastructure, software, commercial off-the-shelf (COTS) and open source packages and solutions, and virtual and cloud computing, including IaaS, PaaS and SaaS (Relevant skill level: practitioner).
o Continual service improvement. You can identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers. You understand the relevant change management tools and processes (Relevant skill level: working)
o Incident management. You can coordinate the response to incident reports, ensuring relevant prioritization and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers. You understand the relevant change management tools and processes (Relevant skill level: practitioner).
o Relationship management. You can identify important stakeholders and relationships and work with teams to build these. You understand how to work with stakeholders and contribute to improving these relationships. (Relevant skill level: working)
o Service focus. You know how to see the bigger picture and can investigate how to get the best of underlying services. (Relevant skill level: practitioner)
o Service Management Framework knowledge. You have knowledge of life-cycle and / or capability elements of ITIL (Information Technology Infrastructure Library). (Relevant skill level: working)
o Service reporting. You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)
o Strategic thinking. You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies. (Relevant skill level: working)
o User focus. You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level: working)
o Information security You can maintain the security, confidentiality and integrity of information systems through compliance with relevant legislation and regulations. You can design, implement and operate controls and management strategies to allow this (Relevant skill level: practitioner).
o Technical understanding This specific knowledge underpins your ability to deliver the responsibilities and tasks for the role and enables you to apply the required breadth and depth of technical knowledge. You actively stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies (Relevant skill level: practitioner)., * SOC1 & SOC2 / NIST2 / ISO27001: 2 years (required)
- IT service management: 5 years (required)
- Microsoft Admin Centre: 3 years (required)
Licence/Certification:
- ITIL Certification (required)
Benefits & conditions
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Referral programme
