Service Manager

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Service Manager is required for a global leader in Central London

The Service Manager is a member of the IT Service Management team which currently consist of 4 individuals and as a small team responsibilities and activities are shared even though accountability may be with a single individual.

The IS Service Management team is responsible for the service lifecycle from strategy and design of enterprise services, service transition into operation as well as ensuring ongoing service improvements across all IS services. The client is moving from an outsource to multi source support model for its IT services, this is part of a continuing re-evaluation and evolving of the IT services and will provide interesting and exciting opportunities in facilitating change and increasing the maturity of the IS department.

Job Purpose

'€¢Work with outsourced providers of IT services, to ensure the delivery of services meets the needs of the business and that providers meet the contractual obligations and responsibilities outlined in various IT service contracts.

'€¢Ensure that key service management processes are efficient, practical and effective.

'€¢Manage / co-ordinate specific Service / Support projects, delivering to agreed plans, timescales and budget.

'€¢Improve the maturity of the IS service through maturing our processes and procedures.

'€¢React to, and manage the escalation of service incidents and request, taking ownership to achieve a resolution.

'€¢To ensure new services effectively support the business processes

Main Responsibilities

'€¢Work with IT service providers to ensure operational delivery of the service through effective incident resolution and problem management

'€¢As required, work with our clients IS programmes and projects to support the design and implementation of new services through plan, design, build, transition and into operational service.

'€¢Ensure that our CMS is maintained by our partners and hold the appropriate level of detail to support other functions.

'€¢To define service models based on existing capabilities for new services working with key stakeholders and suppliers to design transition and operate new services into BAU. Act as key escalation point for an operational service issues, working with the service provider and user to ensure issues are resolved quickly and to the satisfaction of the user

'€¢Work with IT Service providers to ensure the effective delivery of change.

'€¢Work with IT service providers to undertake continual service improvement, identifying specific operational or process issues and working with the providers to rectify / improve these and in so doing improving the delivery of the service to end users

'€¢Act as the interface to business, co-ordinating activity between IT Service providers and internal applications team that address service incidents, changes etc and ensuring the business understand the impact on services and their responsibilities

'€¢Actively communicate with business functions and IS colleagues about all aspects of the IT service, advising on service delivery issues, planned new services, projects, transformation activities and seeking feedback through various channels on delivery of IT services     

'€¢Continually review services and identify activities that will help reduce costs. 

'€¢Where required, act as project manager for specific service management projects and liaise with the clients IS PMO to ensure the required methodology and process is applied to management of the project  

'€¢Undertake formal service reviews with IT suppliers, reviewing supplier performance against contracted service and agreeing on actions to rectify or improve service. 

'€¢As required, work with our clients IS programmes and projects to support the design and implementation of new services through plan, design, build, transition and into operational service.

Key skills and Experience required:

'€¢Experience in contributing to the delivery of IS solutions in support of functional plans.

'€¢Experience in developing and maintaining best practice service management models using the ITIL framework.

'€¢IT Service Management experience within an organisation with 2000 + users

'€¢Experience in working in a multisource environment as part of a small and agile team.

'€¢Understanding of basic principles of core business applications (eg Accounts, procurement, HR etc)

'€¢Understanding of the management of a desktop estate a