• Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail
• Experience in implementing and running IT ticketing system and ITSM dashboards for KPI’s, SLA’s
• Flexible in meeting the demands of the role, as the role may involve evening and occasional weekend work, as well as being on call for incident management
• Experience of creating and maintaining a project plans
• Excellent analysis and problem-solving skills
• 5+ years of experience in IT Service Management/Service delivery
• Education to degree level or able to offer the equivalent in terms of professional training and experience
• ITIL Expert certified
• Six Sigma/Lean Green Belt (desirable)

Desirable

• As an IT Service Manager, you will oversee the Service Delivery & management against the agreed SLAs, budgets, technology developments and release cycles
• This is a great opportunity to work with a technology portfolio that’s modern and constantly developing furthering your knowledge of AI, Cloud, Big Data and other emerging technologies
• You will be joining a business where collaboration, knowledge sharing, and growth are valued, and your inputs will be listened to
• Develop and maintain IT service level agreements (SLAs) and ensure that they are met or exceeded
• From a service standpoint, steer and pilot sub-services, providers, and vendors
• Responsible for Incident and Major incident response/Problem and Change Management processes. (This role requires out of hours on-call for incident management)
• Analyse, plan, monitor, and enhance the availability of IT services in accordance with the established service standards
• Provisioning demand predictions as a starting point for planning and calculating the budget
• Hold internal service review sessions to discuss processes, performance, and service enhancements
• In an ITIL-derived framework, accountable for providing excellence in all facets of the service delivery function
• Responsible for the co-ordination and communication activities across stakeholders, projects, developers, suppliers, and service teams
• Manage risks relating to new, changed, or retired services
• Set correct expectations on the performance and use of new or changed services
• Ensure that service changes create the expected business value
• Provide good-quality knowledge and information about services and service assets
• Manage service components to ensure they meet business needs and performance targets
• Analyse and assess impact and develop and document change requests
• Ensure that services can be managed, operated, and supported in accordance with constraints specified during the service design stage of the service lifecycle
• Develop and implement plans for go-live, early-life support and service acceptance
• Ensure that the acceptance criteria are understood by the wider IT operations
• Contribute to the implementation of remedies and preventative measures
• Investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, or operational)
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions