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IT Service Manager

  • Job reference: 44369
  • Location: Manchester
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £45000 - £50000 per annum + car + benefits

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Position: IT Service Manager

Location: Manchester (UK-wide travel required)

Salary: up to £50,000 + car + benefits

I'm currently working with a leading UK motor retail and aftersales service group, who are actively seeking an IT Service Manager to join their IT Business Relationship Management team.

The IT Service Manager will provide coverage to various motor brand dealerships across the UK, ensuring consistent delivery of IT provision to franchises, back-office operations, etc. They will also chair regular service reviews with senior stakeholders/executives, and advocate changes to existing services and the introduction of new services.

Key Accountabilities:

  • Build strong relationships with both internal and external IT services teams (IT Service Desk, Infrastructure, Network, Server, Field Engineering and Project Teams) and Senior Management
  • Build strong engagement with the client and its operations
  • Attend physical site operations to ensure service is met 'on the ground' in accordance with service levels, and customer expectations
  • Manage day to day IT service delivery to locations ensuring internal service levels are met, and any exceptions are managed.
  • Be the primary escalation point for any IT related matters always ensuring that issues are dealt with effectively and efficiently, and that tactical expedients are aligned with the strategic plans.
  • Manage the Continuous Service Improvement plan for sites and operations developing and improving effectiveness and quality of service
  • Provide weekly reports on IT service performance across the agreed locations
  • Work closely with the IT Service Management team, to help build out the service performance review cycle for review with customer stakeholders
  • Ensuring service performance packs and reports are prepared for each Service Review meeting

Skills/Experience Required:

  • Demonstrable knowledge and experience in delivering IT systems and services
  • Demonstrable ability to engage and build relationships at different levels
  • Experience of managing multiple site locations and strong customer-facing skills
  • Experience of an ITIL & IT Service Management environment
  • Must have experience in Vendor/Supplier/MSP delivery relationship management
  • Ability to develop and implement process improvements, and proactively improve services
  • Certifications/Qualifications:
    • ITIL V3/4 Foundation
    • ITIL Practitioner desired
    • Prince2 desired

To find out more please contact chris.byrne@lafosse.com.

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