IT Services Contract Manager

Job Type:
Business Transformation
Job reference:
7 months ago

IT Service & Contracts Manager

Location: Hybrid Working / Solihull (remote working at present)

We are actively looking to secure an IT Service & Contracts Manager to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

The focus of your role:

The main objective of the IT Service & Contracts Manager is to work closely with IT Partners, including the Digital Technology teams in Germany and UK to provide an efficient, reliable and secure IT service to the business.

Who you'll be working with:

  • The Head of Digital Technology and Change and the Senior Leadership team on all matters relating to IT service operations, IT partner management and IT security including escalations / interventions needed.
  • The Digital Technology & Change Leadership team on IT service, security, roadmaps and strategy including new technology insights from partners.
  • Senior levels of partner organisations (up to c suite / global) on a regular basis on all matters relating to IT service and IT security, ensuring partners fully understand expectations about contractual & governance obligations, including international incident resolution with multiple partners.
  • Procurement, Legal and Finance on contractual and commercial arrangements with IT partners including complex supplier negotiations in line with budgetary and technical constraints.

Responsibilities include:

  • Leading a team of 10 to deliver IT services, contract / partner management and IT security across a 24/7 rota and including remote / hybrid working.
  • Managing 50+ IT Partners to ensure proactive, efficient, reliable and secure IT service delivery including regular service reviews, governance, forward planning and offshore resource models.
  • Working closely with Digital and Technology in Germany and UK to manage IT security and IT services including networks and managed workplace services.
  • Fully responsible for ITIL process delivery and governance including incident management, problem management and change management.
  • Management of £18m IT service budget including the IT services contribution to Mid Term Planning and quarterly forecasting.
  • Working closely with procurement and legal to put in place contractual agreements with IT partners and to manage contractual relationships including new work orders and partner escalations in the event of breach of contracts or KPIs.
  • Create a vibrant and engaged function to lead the business to leverage and grow in the future.
  • Provide input to the formulation and maintenance of Digital Technology & Change strategy.
  • Identify and implement commercial improvement opportunities to reduce total cost of ownership (TCO), leading the reduction of IT running costs.
  • Responsible for the IT security of the business including alignment with Group and UK wide Information Security Policies.
  • Management of IT service audits and ensuring compliance with audit requirements.
  • Management of IT internal controls.
  • Regular reporting to the business on IT service operations, contractual performance, IT security and the health of IT.
  • Accountable for managing the health of the IT landscape including regular health check reviews for IT sustainability, security and compliance.
  • Proactive monitoring of the IT service to ensure efficient and reliable end user IT performance.

What you'll bring:

  • Extensive experience in managing an IT Function and IT Suppliers involving budgets of £15million+.
  • ITIL (minimum foundation, ideally practitioner level) or equivalent certification.
  • Demonstrable success in leading large scale IT Service Operations involving the extensive management of 3rd Party Supplier / Outsource Providers including global sourcing models and international incident resolution.
  • Knowledge of IT security threats and effective IT security management including cyber security and information security.
  • Significant IT Supplier contractual and commercial management experience including RFI / RFP processes and governance.
  • Proven track record of managing IT suppliers.
  • Matrix management of diverse resources including remote / hybrid working and global suppliers.
  • Extensive experience of running KPI/SLA regimes and balanced scorecard reporting.
  • Experience of working within a regulated environment.
  • Strong business and senior stakeholder management.
  • Excellent communicator with the ability to represent Digital Technology & Change at Group Level and with Senior Managers.
  • Experience of managing Risk, Audit & Security Compliance relating to Partner & Service Management.
  • Ability to plan and implement Service improvement and small-scale & regulatory change with minimal / no Service impact.
  • Passion to meet and exceed Service KPI's.
  • Ability to act as trusted advisor to the business on service run and IT security activities.
  • Financial management expertise and an understanding of the company's financial practices and goals.

Things we like:

  • Knowledge of Outsourcing / Global Delivery methodologies.
  • Industry knowledge and experience or understanding of the structure and organisation of utilities and their core activities.
  • C suite level partner management.

Interested candidates should submit their CV in the first instance.

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