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IT Service Manager

  • Salary: £420 - £460 per annum
  • Job type: Contract
  • Location: Telford, Shropshire
  • Sector: IT
  • Date posted: 10/10/2018
  • Job reference: BBBH90132

IT Service Manager to be based in Telford on an initial 6 Month contract. Experienced IT Service Manager required to Analyse, design, plan, execute and evaluate work to time, cost and quality targets. Providing regular and accurate management reporting on IT Service performance.

Job Title - IT Service Manager

Location - Telford

Duration - 6 Months

Main Responsibilities

  • Analyse, design, plan, execute and evaluate work to time, cost and quality targets. Providing regular and accurate management reporting on IT Service performance.
  • Demonstrate understanding of the cost of services being delivered
  • Deliver monthly service reviews and track agreed corrective actions.
  • Manage all customer live service situations including high profile escalations producing executive management updates, driving resolution and providing clear feedback.
  • Attend regular meetings with key internal and external stakeholders to assure their level of understanding of services being delivered.
  • Perform regular risk assessments to put in place pro-active actions aimed at avoiding incidents, improving process or efficiency.
  • Work under a Continuous Improvement framework.
  • Be responsible for making sure that business relations within the organisation are managed to enable delivery of IT services
  • Responsible for making sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams
  • Ensure all suppliers carry out processes to ITIL standards
  • liaise with all other IT service functions to make sure that services are maintained
  • Working with the Service Transition manager to ensure that new functionality required by the business is delivered while protecting the integrity of existing services
  • Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed


Essential qualities and skills

  • 5+ years' experience in a Service Delivery/Management organisation.
  • ITIL version 3 Foundation Certification
  • The successful candidate should hold or be willing to obtain SC clearance
  • Good understanding of DevOps practises.
  • Strong client management skills are a must, as is the ability to face off to business directors at all levels
  • The candidate will demonstrate strong leadership skills and have extensive experience of delivering operational and service improvements with teams outside of their direct control
  • The candidate must have active experience of service risk and issue management.
  • An understanding of contracts and translating them into delivery of the agreed service to agreed targets
  • Strong knowledge of ITIL processes and procedures.
  • Proven Track record of delivery service improvements and innovation.
  • A passion for Service Improvement.
  • Experience of managing 3rd parties and 3rd party delivered services.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
  • Excellent leadership and people management skills.
  • Excellent written and verbal communication skills.
  • Able to manage sensitive and confidential information.
  • Self-motivation and able to take responsibility.



Desirable qualities and skills

  • Asset Management - Maintains secure configuration and accurate information, controlling IT assets in one or more significant areas and verifying location and state of assets.
  • Technical Understanding - Understand core technical concepts related to their role and is able to apply them.


Candidates should submit CVs in the first instance. Mike Tripp 0161 924 3631

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