Service Manager (Hiring Immediately)

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Position Overview

The Service Manager position at Allen Lane is a pivotal role aimed at enhancing the IT support services within the organization. This full-time job requires the candidate to work in a hybrid model, with two days on-site in Taunton, Somerset. This position is particularly critical as it is hiring immediately with the expectation that the chosen candidate will commence their duties promptly.

Contract Type

The contract type for the Service Manager position is designated as full-time. Typically, this implies a commitment of 35-40 hours per week, integrating both remote and on-site responsibilities.

Job Responsibilities

The Service Manager is expected to undertake a variety of tasks aimed at improving the quality and efficiency of IT services. These include:

• Defining, monitoring, and enforcing Service Level Agreements (SLAs) for IT support services.
• Ensuring that service targets are not only met but also exceeded.
• Aligning SLAs with business objectives and customer expectations.
• Identifying areas for improvement within the service landscape and implementing necessary changes.
• Evaluating vendor performance to suggest enhancements for existing contracts.
• Maintaining detailed documentation and updates regarding existing services and configuration items within Application Lifecycle Management (ALM) tools.
• Collaborating with the Supplier Manager to manage under-pinning contracts effectively.
• Conducting Service Review Meetings to ensure consistent service delivery.
• Acting as an escalation point for customer complaints, successfully managing the resolution process from start to finish.
• Utilizing customer feedback to identify both short-term issues and opportunities for long-term improvements, feeding this information back into a cycle of continual improvement.
• Assisting the Service Operations Manager with Management Information (MI) tasks.
• Handling the acceptance of new services into the Business As Usual (BAU) support framework.

Required Skills

To succeed in this role, the post holder is required to have:

• Recent professional experience in an IT Service Management role, ideally with at least 7 years of experience.
• Proficiency in Incident Management, Configuration Management, Problem Management, Change Management, and Service Transition.
• In-depth understanding of service management principles as applied to both large and complex technology estates.
• Expertise in working with Enterprise-level services, comprehending the complexities and interdependencies that exist within technology services.
• Proven experience in negotiating and monitoring SLAs, conducting service reviews, and implementing corrective measures when SLAs are not met.
• A demonstrable track record of utilizing industry-standard service management tools, effectively updating service methods to achieve greater efficiency.

Location

This position is based in Taunton, Somerset, in the South West of England. Given the hybrid work arrangement, candidates will be required to perform some duties on-site, enhancing collaboration with teams and engaging more closely with the service management processes.

Salary Information

While the specific salary range has not been provided, candidates looking for a position as a Service Manager in similar environments can typically expect competitive compensation reflective of their experience and expertise in IT service management. It would be beneficial for prospective applicants to discuss salary expectations during the interview process.

Candidate Profile

A well-suited candidate for this role would not only have a strong technical background in IT service management but should also possess excellent interpersonal skills. Since the position involves acting as an escalation point for customer complaints, the ability to communicate effectively and manage expectations will be crucial. Additionally, strong analytical skills will aid in identifying areas for improvement and effectively managing service delivery.

Application Process

Candidates are encouraged to apply promptly due to the urgent hiring need for this role. It is advisable to prepare for interviews by familiarizing oneself with the company’s service management practices and demonstrating how past experiences align with the expectations outlined in the role description.

This Service Manager opportunity represents a significant career advancement for individuals looking to leverage their expertise in IT service management, engaging with both the technical aspects of services and the customer-facing elements that ensure satisfaction and performance.

This job offer was originally published on jooble.com