IT Services Manager
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Role
'€¢Location - Liverpool'€¢Role - IT Services Manager'€¢Industry - IT'€¢Salary - £60,000 P/A
Key Responsibilities:
'€¢Design, manage and mature the IT Service with a strategic view'€¢Develop, implement and coordinate the IT Service policies and procedures'€¢Form and manage all IT Service related SLA, OLA and relevant KPI's'€¢Manage the Incident, Problem and Change processes'€¢Manage IT Helpdesk, NOC and SOC staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance'€¢Manage multi skilled teams across a varied shift pattern and ensuring staffing levels are correct with the right skill level'€¢Ensure policies are followed with regard the security of network and data'€¢Act in alignment with our stakeholder's requirements whilst ensuring our governance controls are not undermined'€¢Identify problematic areas and implement service solutions in time'€¢Publish the correct communication at the right time and report utilising the correct format to the stakeholders'€¢Build and take responsibility for the CMDB. Preserve assets, information security and control structures'€¢Handle annual budget and ensure cost effectiveness
Essential
'€¢Proven working experience as an IT Service Manager ideally within the on-line sports betting or retail industries'€¢ITIL expertise to a strategic as well as to the BAU level'€¢Experienced lead and responsibility for a ServiceNow Service desk, or similar enterprise level product offering'€¢Understand the operational processes and how they can be successfully mapped to Service'€¢Continuously improve the Service and focus upon Incident, Problem and Change processes'€¢Manage the ITSM and governance framework incorporating the relevant ITIL best practice approach'€¢Be a clear and ready escalation point'€¢Manage the relevant 3rd parties effectively with good Service management'€¢Appreciate Operation Bridge systems to a configuration and service level, ideally have experience with the likes of SolarWinds, Nagios, New Relic, Dynatrace, MOM etc'€¢Be technically knowledgeable in enterprise networks, systems and on-line solutions'€¢Must be cleared on Security checks e.g. criminal and fraud
Qualifications and Accreditations
'€¢BSc/BA in IT Management, Business and IT, Computer Science or a related field'€¢Professional Qualifications: ITIL to Expert or Master level
It would be great to discuss further, if you could send me an updated CV I can run through the position with you in more detail. They are looking to line up interviews from the 24th May in the afternoon, so if you could let me know your availability with regards to this as well that would help.