IT Service Manager / ITIL Service Manager / IT Operations

This job has now expired please search on the home page to find live IT Jobs.

Job Title: IT Service Manager

Based: Banbury, Oxfordshire

Salary: £38,000 - £42,000 dependent upon experience + Benefits

Position: Full-time, Permanent

The company is the UK's leading independent invoice finance specialist and a trusted provider of funding solutions to over 7,000 businesses. As a privately-owned business, they understand the challenges and demands of running and growing a business.

Through their network of 19 local offices, they handle annual client turnover of £5 billion and advance in the region of £483m to small and medium sized businesses throughout the country.

Your role will be to manage delivery of a high quality service to internal customers. The IT Service Manager role is a key business facing role and will be required to manage key stakeholder relationships. The IT Service Manager is expected to establish and maintain strong partner relationships to develop trust between their customers and IT Services.

Key Responsibilities:

The IT Service Manager is to build and maintain relationships with internal customers:

* Regularly visit operational teams to spend time with internal customers to understand and document how the business operates and where IT Services should and can help. Be the voice of the customer.

* Create and maintain a repository of documents outlining key business processes and their reliance on IT Services.

* Build knowledge within IT Services on their customers. To ensure IT Services get to know our customer. This will be achieved by briefing sessions or sharing of documentation.

* Form and manage IT focus groups ensuring that they bring benefit to the customer and to ITS.

* Responsible for the delivery of management reporting including key performance metrics, tailored to meet the needs of the business. To host service review meetings with the business.

* Conduct surveys and use the results and feedback provided to lead the IT Services team to shape and improve the service provided. The main IT Survey will be conducted annually. There will be other surveys issued tailored to obtain feedback on new services or improvements. Identified improvements to be managed and tracked via the Continual Service Improvement Plan.

* Responsible for the Continual Service Improvement Plans. To ensure that IT Services deliver improvements to service through to completion.

* Be the key point of contact for the customer regarding IT service issues. The face of IT Services.

* Ensure the delivery of all aspects of IT Support are always delivered with the business in mind.

* Advise local business users of current and planned IT initiatives, improvements, challenges and priorities.

* Provide effective communication to the business on IT matters. Ensure that information shared with the customer is timely, useful and easily understood.

Manage supplier relationships:

* Responsible for the management of all IT contracts and supplier relationships across BFS UK.

* Responsible for the management of all budgets associated with supplier contracts.

* Build strong relationships across all suppliers and ensure that they meet their contractual obligations and performance targets.

* Develop and apply standard supplier management principles thus ensuring suppliers are appropriately managed and engaged with BFS.

* Manage the service and relationship to ensure they are both effective and where applicable aligned to ITIL principles.

* Manage interaction between vendors and internal IT functions.

Essential knowledge and experience:

* ITIL Foundation v3 qualification.

* Strong background in IT Service Management (minimum of 4 years).

* Experience in managing 3rd parties and 3rd party delivered services ensuring their compliance against contracts.

* Incident and Problem Management experience.

* Ability to work under pressure and to meet deadlines.

* Excellent written and verbal communication skills. Ability to communicate to customers in a way that they easily understand.

* Ability to understand the business drivers and express technical issues in everyday language.

* Strong troubleshooting and diagnostic ability.

Desirable knowledge and experience:

* ITIL Intermediate Level.

* ITIL Managing Across the Lifecycle.

* ITIL Expert Level.

* ITIL Master Qualification.

Are you ready for your next ambitious challenge? If so, we look forward to hearing from you!

Please click the APPLY button and CHECK YOUR EMAILS for the link to the application portal.

Candidates with the experience or relevant job titles of; IT Service Manager, IT Manager, IT Team Leader, IT Operations Manager, IT Services Manager, IT Infrastructure Manager, ITIL Infrastructure Manager, Business IT Service Managers, Technical Team Leader, Technical Project Lead, Technical Service Manager, IT Technical Manager, IT Manager, IT Support, Technical Support, Technical IT Leader, IT Support Manager will also be considered for this role.