IT Service Manager – remote or hybrid options available Chippenham, Wiltshire

Job title: IT Service Manager – remote or hybrid options available

Company: Michael Page

Job description: My client requires an IT Service Manager to join them on a permanent basis to ensure the consistent delivery of IT Services internally within the business unit.

You will need previous IT Service Management experience, implementation of ITIL processes and a working knowledge of COBIT/ISO27001 frameworks.

  • Manage the delivery of contracted IT Services across the Transport Business
  • Liaison with IT teams on behalf of the business function
  • Develop and maintain a professional, pro-active, efficient service including the management of escalations.
  • Act as Service Transition Lead for all Transport projects
  • Develop and maintain good relationships internally and externally with the customer and third parties in the delivery of any service(s)
  • Attend review meetings focusing on the delivery of the SLA and service improvements
  • Ensure that reported issues are resolved within customer service level agreements (SLA`s).
  • Provide a point of escalation for customers and be responsible for contract negotiations customer review meetings and escalations.
  • Monitor and manage contract risks that have been escalated and directly to the Senior Management team where required.
  • Monitor, review and drive continuous improvements in communication, customer engagement and contract delivery processes.
  • Provide visibility of contractual commitments within new customer contracts and / or contracted Group services
  • Monitor customer satisfaction ratings and customer feedback and drive initiatives to act on feedback to improve quality of service.
  • Monitor service and contract delivery performance and be involved in internal service review meetings to drive continuous service improvement.
  • Support Major Incident Management by providing effective communications to key stakeholders in and out of hours
  • Act as a Duty Major Incident Manager on an on call basis – 1 in 4 weeks.

IT Service Manager – Delivery of IT Services internally|IT Service Manager – ITIL process implementation

  • Experienced and self-motivated Service Management Professional with strong interpersonal

skills. * Ability to work in a fast paced continuous improvement environment

  • Proven track record of successfully managing the service lifecycle gained in a business

critical environment with a focus on customer satisfaction and responsiveness * Extensive ITIL v3 2011 knowledge and experience preferable, minimum foundation

certification * Strong focus of leading the management and coordination of Major Incidents (MIM) and

Major Problem (MPM) * Ability to relate the goals of IT services to business goals

  • A focus on customer satisfaction, with strong interpersonal skills and responsiveness
  • Adherence to IT policies and processes to ensure consistent quality of service
  • Capacity to lead by example and develop strong personnel performance goals
  • Ability to drive process improvement to continually improve service and reduce costs
  • Significant experience of Operations, Service Desk, Incident, Change and Problem

Management principles gained in a business critical environment * Excellent written & oral communications skills, organisational /scheduling abilities

  • Good understanding of performance analysis, statistical reporting and processes
  • Proven experience & understanding of IT infrastructure, desktop and application

environments * Proven experience of negotiating, implementing and managing outsourced managed

services * Strong presentation skills with the ability to influence at a senior level

  • Broad understanding & experience of business continuity and disaster recovery planning

methodology and delivery. Ability to play a pivotal role in crisis management scenarios * COBIT, ISO20000 and ISO27001 awareness

My client is a national scale logistic firm based in Chippenham, they are looking for an IT Service Manager to join them on a permanent basis.

£45,000 + on call allowance (£5,000) + additional benefits

Expected salary: £42000 per year

Location: Chippenham, Wiltshire

Job date: Thu, 30 Sep 2021 06:25:42 GMT

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