You're role as Senior Service Manager will be to lead a team of service managers to assist in the delivery of a large IT services portfolio, ensuring that IT Services are delivered as specified in the formal agreements between the Business, the Technology Organisation and the Suppliers.
Location - Sheffield or London (mainly remote)
Salary - Up to £86k + car allowance + bonus
You'll be joining a majorly outsourced environment, so experience of managing 3rd party/vendor relationships as well as communicating with executive business stakeholders will be imperative.
Key Responsibilities:
- Lead Service Level Management and ensure all IT Services remain operational, and meet and exceed the stated service levels
- Accountable for the Major Incident Management Process. Lead the investigation, diagnosis and coordination of resolution and recovery actions for all Major Incident.
- Establish appropriate Service Level Agreements between the Business and Service Delivery. Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need and reported on
- Monitor, manage and/or escalate supplier under-performance. Provide assistance with resolving disputes where required. Develop Service Improvement Plans when performance falls below the contracted service levels, or where opportunities for improvements arise
Ideally you'll have:
- Leadership experience as well as experience managing a portfolio of production services.
- An understanding of IT and IT Service delivery, obtained in a large scale support organisation.
- Strong track record of stakeholder management, dealing with executive level internal customers and suppliers in a consistent way in order to drive continuous improvement in the service / cost balance.
- An Understanding of COBIT IT controls
Please apply directly for more detail.
