IT SERVICES MANAGER REQUIRED IN MANCHESTER
Duration: 9 months
Hybrid working: 2 days a week office based.
Rate: Competitive via Umbrella company.
Our client is the UK's largest MVNO (Mobile Virtual Network Operator) with over 5 million customers and industry-leading customer satisfaction. They're a unique business, a 50/50 joint venture between Tesco and Telefónica O2 that launched back in 2003 and has gone from strength to strength as they've launched into new services, markets, and customer propositions.
Responsibilities
1. Collaborate with the VL, CL & SL in the vision and strategy for service management and service delivery, ensuring governance and framework alignment with business OKRs.
2. Work with the ITSM Squad Leads & Chapter Lead to ensure a joined-up view of the chapter and collective progress toward the chapter's vision.
3. Support a culture of high performance, fostering an environment of trust, respect, and human connection.
4. Participate in the planning process to ensure adequate resource and capacity for delivering value outcomes, business imperatives, and excellent customer service; support service in a complex SIAM business.
5. Lead your respective function or role proactively, engaging with key stakeholders and acting as the point of escalation for squad-related issues.
6. Provide support to ensure operational and service management methods, procedures, technology, and tools are established, reviewed, and maintained for stable, customer-focused service delivery.
7. Assist squad leads in providing guidance, mentorship, and performance management to ensure high service delivery levels and professional development.
8. Document, standardize, and align ITSM processes with ITIL best practices.
9. Monitor and analyze ITSM metrics and KPIs to identify trends and areas for improvement, ensuring SLAs are met.
10. Ensure high-quality IT services are delivered, leading the end-to-end lifecycle of IT services from design and transition to operation and continual improvement.
11. Coordinate with internal colleagues for seamless service delivery and resolution of incidents and problems, providing service management expertise as needed.
12. Promote awareness and understanding of ITSM processes and benefits throughout the business.
13. Drive a culture of continual improvement within the squad and chapter, identifying opportunities for process optimization, automation, and innovation.
14. Initiate efforts to improve service quality, efficiency, and customer satisfaction.
15. Proactively work on personal development and mastery, including ITIL fundamentals and Agile understanding.
Equal Opportunity Employer
Pontoon is an employment consultancy. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We showcase their talents, skills, and unique experiences in an inclusive environment that helps them thrive.
Candidates should provide evidence of the above in their CV to be considered.
If you haven't heard from us within 48 hours, unfortunately, your application has not been successful; however, we may keep your details on file for any suitable future vacancies and contact you accordingly. #J-18808-Ljbffr