Due to expansion on a large technical site we have a fantastic opportunity for an IT Manager to join an IT services provider at there head office based in the outskirts of Brighton.As an IT Services Manager you will play a critical role within a dedicated operations team delivering all contracted services to a portfolio of allocated customers. You will be responsible for a number of mission critical tasks that ensure the smooth running of the team and delivery of a high quality of service to your customers.You will be required to:
- Manage the distribution of work and overall workload of a team of Infrastructure and End User Computing analysts.
- Ensure that work across the team is correctly classified and being prioritised in line with customer SLA or KPI requirements appropriate to the work type.
- Lead an operational team, dedicated to the delivery of services to your portfolio of customers.
- Pro-actively monitor, control and report against customer SLAs and KPI for your allocated customers for the service your team delivers.
- Work with the Service Delivery Management team as well as colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
- Manage Problem tickets for your allocated customers
- Demonstrate a strong understanding of your customer's utilisation of our services
- Attend any regular calls with your customers that are in place relating to the review of active work/tickets.
- Manage service improvement plans ('SIPs') to ensure contracted services are delivered to the agreed level and quality.
- Act as an initial escalation point for any operational escalations or formal complaints
- leadership and people management skills.
- strong Technical background
- Outstanding customer service.
- Excellent written and verbal communication skills.
- The able to demonstrate strong organisational skills
- Manage and prioritise tasks/time efficiently and encourage the same in others throughout your team.
- Able to facilitate and steer internal meetings
- Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
- ITIL foundation qualification or better.
- Experience of managing, measuring and improving team performance.
- Willingness to support and mentor junior members of your team and peers within Service Operations.
- Able to excel under pressure and meet deadlines.
- Demonstrate a creative approach to problem solving and conflict resolution within your team.
- Energy, Drive & Initiative
- Commercial Awareness
- meticulous nature
- Communication Skills
- Customer Service skills
- Strong Team Leadership skills
- Process engineering
If you feel that you have the skills and can demonstrate the job requirements then please contact Evie on or attach your CV
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