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IT Service Manager job in WF1

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Job Ref:  204765724
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  WF1
Salary:  £30000 - £35000/annum £35,000
11/10/2016 03:46
Responsible For:
The IT Service Manager is responsible to ensure customer expectations are met and exceeded, including but not limited to; Change Management, KPI and SLA adherence reporting, Problem and Trend analysis, Major Incident Manager, customer relationship portfolio and delivering exceptional customer service.

IT Service Manager
Purpose of Role:
As the IT Service Manager you will be supporting the delivery of IT services across the business, with key responsibilities to improve service effectiveness.

Main Duties:
• Create, regulate, measure and analysis of IT KPI reports together with the appropriate management of results.
• To attend customer meetings (on premise/conf calls)
• Build new customer and business relationships at an operational level
• Conducting formal and documented service reviews
• Improve and develop the business relationship with the IT function
• Improve and develop the customer - IT relationship through Service improvement initiatives
• Monitor and report KPI's, Targets and Service Levels - weekly and monthly
• Improve service effectiveness and efficiency
• Key stakeholder in management and board meetings
• Keep customers informed through open, transparent and key communications
• Support contract renewal activity - internal and external
• To own and manage the Change Management function
• To own and manage the Major Incident Management function
• To own and manage the Problem Management function
• The escalation point for operational and service management issues
• To be an ambassador and play a key role in IT operations
• Help to build, create and maintain the IT Service Catalogue
• Build and improve the Service delivery document
• Create and maintain a log of SIPs and MIRs
• Feedback any suggested enhancements to management by way of SIPs and PIDs
• To investigate Service Desk and Operations Escalations and Complaints
• Managing customer satisfaction.
• Liaising with intermediate support teams within the department and also 3rd party companies ensuring issues don't get disregarded.
• Develop, implement, and manage operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
• Monitor the effectiveness and quality of IT activities
• Troubleshoot areas of poor performance in order to identify effective solutions to resolve issues.
• Identify best practices in service through continuous improvement initiatives.
• Understand when there is a need to escalate regarding customer issues to appropriate peers.

IT Service Manager
Key Relationships:
• Customers, IT Management, Service Desk, Engineering, 3rd Party Suppliers

• KPI Management and reporting
• Experience and knowledge of configuration of common Microsoft server side platforms
• Experience of working with IT Infrastructure administration, support and recovery.
• Previous Change Manager or Escalation Manager within ITIL framework
• Excellent verbal and written communication and listening skills.
• Ability to create a positive working relationships throughout the organisation.
• Highly customer focused.
• Excellent organisational and time management skills.
• Eligible to work in the UK full time without restriction
• Aware of ITIL framework and methodology

IT Service Manager
• ITIL Foundation certification
• Knowledge and experience working with BMC Remedy.
• Other relevant technical experience

Key Competencies:
• Self-motivated
• Ability to work under pressure
• Attention to detail
• Team player
• Tactful & diplomatic
• Co-operative
• Flexible
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