An opportunity has arisen for an IT Services Manager to join a small to meduim sized Tech company. My client has an excellent reputation for staff development and retention. They have recently won a large number of new customers and require an IT Services Manager to work with them and the existying portfolio.
As an IT Services Manager you will play a pivotal role within a dedicated operations team delivering all contracted services to a portfolio of allocated customers. You will be responsible for a number of mission critical tasks that ensure the smooth running of the team and delivery of a high quality of service to your customers.
You will be required to:Manage the distribution of work and overall workload of a team of Infrastructure and End User Computing analysts.
Ensure that work across the team is correctly classified and being prioritised in line with customer SLA or KPI requirements appropriate to the work type.
Lead an operational team, dedicated to the delivery of services to your portfolio of customers.
Pro-actively monitor, control and report against customer SLAs and KPI for your allocated customers for the service your team delivers.
Work with the CSM and the Service Delivery Management team (where aligned) as well as colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
Manage Problem tickets for your allocated customers, ensure appropriate resource form your team is aligned and escalate to the CSM where additional or specialist resources from outside of your team are required.
Strong leadership and people management skills.
An evident passion for good customer service.
Excellent written and verbal communication skills.
Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
Manage and prioritise tasks/time efficiently and encourage the same in others throughout your team.
Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
ITIL foundation qualification or better.