IT Service Manager

Location Birmingham
Discipline: Technology
Job type: Permanent
Salary: £45000 to £50000
Contact name: Paul Withers

Contact email: Paul.withers@tandemtalent.co.uk
Job ref: 32326
Published: 6 months ago
Startdate: 05/01/2022

TerraQuest

IT Service Manager

Location: Birmingham office with the option for remote working 2 days per week

Salary c£45k+

 

Role:

Based in the company’s Birmingham office, the TerraQuest IT Service Manager is responsible for the management and support of all aspects of the organisational functions and services needed to provide service delivery, maintenance and support of the TerraQuest Group Services. You will join a team working within an ITIL framework, working closely with the other Service Managers to provide TerraQuest Group services working with an internal award winning technical team and supporting the award winning Planning Portal.

 

The TerraQuest Service Manager facilitates improved IT services for businesses through the development and implementation of necessary action plans and software delivery. It is essential that you have experience of managing services for both internal and external customers.

 

Responsibilities include:

  • Manage and monitor Service Support and Delivery, including Service & Operational Level Agreements
  • Incident, Problem, Release, Change and Capacity Management used with both internal and external suppliers.
  • Relevant technical, operational and ITIL based processes are in place, reviewed and followed.
  • Regular and accurate reports are provided to suppliers, stakeholders, including trends and insight on the service performance.
  • Support services are managed to efficiently respond to Service Desk issues, tickets and service requests, other Service Managers and suppliers.
  • Plans are developed, improved and reported for the delivery, maintenance and support of TerraQuest Group Services handed over to customer teams and ongoing service improvements using standard processes.
  • Risks and Issues are identified, assesses and proposed mitigations identified and agreed to
  • Manage and monitor Service Support and Delivery, including Service Level Agreements; Incident, Problem, Release, Change and Capacity Management used with both internal and external customers. Ensuring:
  • Regular and accurate reports are provided to customers, stakeholders, including trends and insight on the service performance.
  • Support services are managed to efficiently meet the SLAs set with customers, regular reports and trends produced.
  • Plans are developed, improved and reported on in discussion with the customer for the delivery, maintenance and support of TerraQuest Group Services.
  • Risks and Issues are identified and discussed with customers where appropriate.
  • Regular meetings with customers ensuring the contracts are being successfully managed and delivered.
  • Ensure reporting and administrative duties are undertaken and completed in a timely manner.
  • Ensure that all systems are kept up to date and accuracy maintained providing regular reporting/analysis on the performance of the service.
  • Responsible for the effective provision of application support, including the management of 1 st / 2 nd /3 rd line dealer groups and ensure correct prioritisation is implemented.
  • Responsible for the effective implementation of releases across the environments.
  • Work with the other Service Managers to ensure end to end Service Management is implemented and
  • meeting all agreed SLAs and KPIs.
  • Actively seek insight into our existing products, services and processes (what works and what could be improved) and regularly feed into the standard and ad hoc insight process to support Business Planning and Continuous Service Improvement.
  • Work with other teams, specifically Customer Support Teams, New Product Delivery and Marketing Communications, to ensure the coordination and successful and timely roll-out of new products/services.
  • Liaise with suppliers and users to ensure fit for purpose services are provided at the best value for money.
  • Manage and coordinate urgent and complicated support issues, acting as the escalation point; participate and lead resolution for all requests and incidents when needed. Determine root cause of issues and communicate appropriately to internal and external customers.

 

The ideal candidate will hold the ITIL or equivalent qualification. You will have experience of providing incident, problem and change management oversight across multiple suppliers. In addition you must have experience managing Service & Delivery teams. Candidates with experience managing external suppliers are desirable

 

In return you will receive a competitive salary c£45k+ and a generous benefits package.