IT Service Manager

Job Title: IT Service Manager

Role Type: Perm

Job Location: Leeds/Edinburgh/London

SC Clearence Mandatory

Mandatory Skills:
ITIL V4
Service Desk Background./Service Desk Manager exp
Experience in Incident Management, Problem Management, Change Management.
AWS/Azure experience.
Experience delivering service management in a cloud environment.

Key aspects of the work will include:

• Leading the operational activities within the Product Group including Incident Management, Problem Management, Continual Service Improvement, Request Fulfilment and Change Management. Ensuring that existing workflows are regularly reviewed, updates made as Services go live or are decommissioned.
• Ensuring all operational documentation is of high quality and complete which includes artefacts such as runbooks, ITSCM plans, support rotas etc
• Building relationships with the Service Operations group as well as business stakeholders and the application Product Groups.
• The Design and Transition of new and changed Services into the Product Group.
• Responsible for defining and governing service standards within the product group. This will also include chairing any service forums/boards on behalf of the product group.
• Initiate and coordinate 'red team' response to major incidents in collaboration with Service Operations, where the resolver group do not meet the expected SLA.
• Identify and manage the mitigation of service risks for the product group.
• Supporting Service operations out of hours as part of an on-call rota.
• Taking on key Service Management obligations including, communications, release planning and DR ownership.
• Producing regular Product Group MI Reporting on behalf of Service & Operations so we have confidence that key controls are in place and the team are adhering to critical operational processes.

What will the candidate get from the role?

• We work in small cross functional, self-organising and autonomous teams, passionate about delivering value and having fun.
• We like to work smart, not long hours.
• We enjoy having a sense of purpose in our job, knowing that we're serving those in need.
• We don't do micro-managing, we hire people because we believe they are brilliant in getting the job done.
• We love diversity.
• We admire and look out for servant leaders who have exceptional critical soft skills.
• We believe in innovation, not prescription.

Minimum:

• Empathetic and collaborative individual that can work as part of a team
• Proactive with a passion to own and improve processes and controls
• Experience delivering service management in a cloud environment
• Experience working with AWS
• Experience working within financial services, large corporations or government IT environments
• Worked in a Product development environment with Agile/DevOps
• Excellent problem-solving skills

Essential:

• Able to build relationships with ease and handle conflict resolution
• Experience working with both in-house and external technical teams
• Exceptional communication and interpersonal skills: excellent written and oral communication
• Experienced user of Word, Excel and PowerPoint
• Experienced user of Tableau and Jira or an equivalent
• Strong attention to detail