Service Manager (IT)

Role
Our client is looking for a Service Manager and ITIL Lead.
The purpose of this role is to drive the operational performance and development of ITIL processes and service management capability within the organisation.

Accountabilities

• Ensuring ITIL policy and processes are optimised and followed. 
• Monitoring Service Level Adherence and following up incidents and requests as part of Incident Management and Request Fulfilment.  
• Maintaining a forward view of customer change including developing and implementing Change Management Policy and Procedures including Change Advisory Board. 
• In conjunction with the Contracts and Reporting Manager use reporting to support the service management framework. 
• Ensure that bids made by the company, consider service management requirements as part of solution offerings and include accurate estimates for support.  

Experience

• 7 – 10 years working in a Service Management environment in an IT environment. 
• Experience in implementing best practice ITIL Service Management tools and processes.
• Customer focused and proactive. 
• Ability to deal confidently with stakeholders at all levels and to demonstrate sound engagement and influencing skills. 
• Ability to effectively manage resources and financials.  
• Experience working as part of a Bid Process representing Service Operations. 
• Experience with implementing best practice service management frameworks and processes. 
• Ability to work effectively within a team environment and with limited supervision. 
• Strong organisational and time management skills, detailed and methodical with the ability to perform and prioritise multiple tasks. 
• Strong problem solving skills and ability to think creatively. 
• Ability to work in a fast paced environment. 
• Experience scoping and cost estimation of supporting new solutions. 
• Excellent decision making ability. 
• Good written and oral communication skills, including dealing with parties whose first language is not English. 
• Analytical ability. 
• Achievement orientated.