Information:
Job Vacancy Details
IT Service Manager
Business Services
South Wales
Permanent ⁄ £50000 - £60000
Updated April 1, 2012
Key Accountabilities
1. Actively build strong relationships with internal customers and internal IT teams to ensure a comprehensive knowledge of the business and the services to be delivered.
2. Seek input from customers to improve services and add value to the business.
3. Develop an appropriate communication channel with the business to keep them informed about service changes and improvements.
4. Develop a good understanding of business strategy and future direction.
5. Maintain a good knowledge of the application and technical infrastructure.
6. Work closely with the business to understand where IT service difficulties may lie.
7. Establish and champion the use of standard ITIL based service processes.
8. Manage the IT Change Management process.
9. Manage the IT Problem Management process.
10. Perform troubleshooting and root cause analysis to identify and resolve IT service issues in conjunction with other IT teams.
11. Identify appropriate resources that should be deployed to investigate issues and required improvements.
12. Propose potential service improvement projects.
13. Prepare plans and be responsible for their execution to give continuous improvement of services delivered.
14. Establish appropriate IT service reports and KPIs to meet all stakeholder needs - IT Management, Business users, etc.
15. Highlight trends in IT service delivery, assess the implications for future and existing services and the effects of the introduction of changes and improve the processes where necessary.
16. Proactively run meetings and workshops with end users to explain how the IT service delivery model works and educate them in the effective use of systems and processes.
17. Maintain strong relationships with IT service providers and work with them on improvements in the way in which they deliver services to the organisation.
18. Work with Project Teams to define ongoing service requirements for future development activities.
19. Proactively look at IT service best practice and propose improvements to the processes and services.
Who we're looking for
Experience & Knowledge
1. Experience of working with a large IT customer base.
2. Previous quality focused IT position.
3. Ability to produce high quality documentation.
4. Relevant experience of a customer focused IT Service environment.
5. Detailed knowledge of the service delivery model.
6. Good IT background.
7. Experience of working in a significant sized IT Support function.
8. Excellent communication skills (verbal, written, and presentation).
9. Proven experience of building relationships with challenging / difficult customers.
10. Good listening skills to seek feedback from customers.
11. Proven ability to investigate and troubleshoot problems.
Qualifications
Bachelor's or Master's Degree in Computer Science, Information Systems, Business Administration, or other related field, or equivalent work experience.
ITIL Certification.
About our client
Nationwide Business Services Organisation.
What's on offer
£50,000-60,000 depending on experience.
Michael Page Contact
For further info, apply or phone on 011 7927 1619.
Job Ref: 13215528
Your application will be sent to David Devon.
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