About the role
The IT Service Manager is responsible for the Service delivery of the EAL IT Department.
The role is dual facing, acting as both an IT Service Manager for our own internal customers and with our Service suppliers.
The role holder would be responsible for ensuring service levels for both our customers and suppliers are being met, where appropriate remediations taken in conjunction, or indeed implement improvements and enhance customer satisfaction through these mechanisms. The role holder would also be expected to report on the performance of our internal IT services and IT suppliers’ services.
As part of this role the holder would also be expected to own both EAL IT Asset and Configuration management and our user experience continuous improvement on behalf of the IT team.
You can find out more about the team here
About the Recruitment Process
For successful candidates, the first interview will be 30 minute conversation over Teams, to understand a bit more about you, your motivations for applying for the role, and to discuss more about the role with the IT Operations Manager.
If successful, the 2nd interview rounds will take place in person with the IT Operations Manager and Head of IT, lasting around an hour, involving competency based questions around your experience.
What you'll be doing
- Manage Major Incidents and Problem Management, including business escalations at all levels.
- Define, measure and analyse IT reports, ensuring service levels across IT are met both to our customers and by suppliers to us.
- Be part of our customer and supplier meetings, build new customer and supplier relationships.
- Manage IT supplier service reviews, manage and undertake business Service Reviews, define and agree service levels, and improve service effectiveness and efficiency.
- Manage asset and configuration management for the EAL IT team, helping to define elements of this such as Life Cycle Management.
- Recognise standard methodologies through continuous improvement initiatives.
- Support the transition of services from project life to fully managed and live.
- Improve and develop the reputation of the IT Function within the business.
- Be an ambassador for EAL IT, seek improvement through IT service with both our customers and suppliers.