Join us as a Service Manager
We are looking for an experienced Service Manager to join our Service team.
If you excel at fostering a supportive and inclusive work environment that enables colleagues to fulfil their potential and deliver excellent service, then this is the job for you!
This exciting opportunity involves managing a team of Deputy Service Managers, overseeing the Incident, Request and Change lifecycle, delivering statistics and information to other colleagues, and handling various escalations across internal and external functions.
Key Responsibilities
* Collaborate with internal departments on various work items and escalations.
* Assist users and customers with escalations and queries.
* Attend internal and external meetings to discuss processes and functions related to the Support department and its workings.
* Manage Incident, Request & Change Lifecycle ensuring strong SLA Performance.
* Maintain processes and procedures for the Support department.
* Generate and present data and statistics for the Board, customers and stakeholders.
* Manage Major Incidents and high-priority tickets, ensuring regular communication with customers and stakeholders.
* Oversee Problem Management.
* Ensure Service team performance aligns with key processes to meet contractual obligations.
* Contribute to the Continual Service Improvement lifecycle.
* Fulfil duties as part of the Change Advisory Board.
* Participate in Project planning processes to highlight and manage potential impacts on Service.
Successful candidates for this job require:
* Experience and knowledge of utilising ITIL v3/v4 best practices.
* At least 1 year experience in Line Management of staff.
* Good knowledge of business IT systems and solutions to contribute to Change Management processes.
* Experience working within a managed service provider.
* Experience in leading and line managing service management and service delivery teams.
* Proven management experience in managing technical teams.
* Experience in managing SLAs and KPIs.
* Proven track record of implementing improvements and recording their success.
* Understanding or experience in IT service management.
You Demonstrate:
* Proactive and innovative approach.
* Effective time management skills.
* Strong communication skills with all stakeholders.
* Willingness to learn and succeed.
* High motivation with a strong focus on customer service and problem-solving.
* Confidence and professionalism.
* Positive, "can do" attitude.
This role is subject to a clear standard DBS check. Some travel to customer sites may be involved, so you must have a Full UK Driving license.
About Us
Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years.
We are an Employee Ownership Trust, a growing company and a recent winner of the South Coast Tech Awards, Leadership Team of the Year 2023.
Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.
We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments.
Join our friendly company, where a great team and a positive culture await you.
Job Types: Full-time, Permanent
Pay: £30,000.00-£33,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Additional leave
* Company events
* Company pension
* Discounted or free food
* Free parking
* On-site parking
* Private dental insurance
* Private medical insurance
* Profit sharing
* Referral programme
* Sick pay
* Work from home
Schedule:
* Holidays
* Monday to Friday
Ability to commute/relocate:
* Ringwood: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What is your expected salary?
Experience:
* Management: 1 year (required)
Work authorisation:
* United Kingdom (required)
Location:
* Ringwood (preferred)
Work Location: Hybrid remote in Ringwood
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