Service Manager Contract

IT Service Manager – London -£850 per day inside IR35 – 12 Months – DV (vetting slot available for non-cleared candidates)

 Role Summary 

An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

At this level, you will manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance

You will also ensure that:

• all service and support functions remain responsive to customer needs
• the service catalogue and wider IT service operations knowledge library is maintained
• adequate reporting and service standards are met for their specific service
• all technical change is communicated and managed, with appropriate governance

a programme of continual service improvement is put in place across the wider service delivery function

Role Responsibilities:

 You will also ensure that:

• all service and support functions remain responsive to customer needs
• the service catalogue and wider IT service operations knowledge library is maintained
• adequate reporting and service standards are met for their specific service
• all technical change is communicated and managed, with appropriate governance a programme of continual service improvement is put in place across the wider service delivery function

Skills:

• Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. (Relevant skill level: working)
• Business analysis (IT operations). You know how to investigate problems and opportunities in existing processes and contribute to recommending solutions to these. You can work with stakeholders to identify objectives and potential benefits. (Relevant skill level: working)
• Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. (Relevant skill level: working)
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Relevant skill level: working)
• Relationship management. You can identify important stakeholders and relationships and work with teams to build these. You understand how to work with stakeholders and contribute to improving these relationships. (Relevant skill level: working)
• Service focus. You know how to see the bigger picture and can investigate how to get the best of underlying services. (Relevant skill level: practitioner)
• Service Management Framework knowledge. You have a Level 3 Service Management Framework qualification and knowledge of life-cycle and / or capability elements of ITIL (Information Technology Infrastructure Library). (Relevant skill level: working)
• Service reporting. You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)
• Strategic thinking. You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies. (Relevant skill level: working)
• Technical understanding. You understand core technical concepts related to the role and can apply them with guidance. (Relevant skill level: working)
• User focus. You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level: working)

Rate/Salary: