IT Manager (Service Technology)

We are now seeking an experienced IT Service Manager to work with our leading Facilities Management / Public Sector client.

The Service Manager is responsible for the integration and delivery of services or service technology to our client's contracts and clients. The Service Manager establishes local contract standards, confirms Service Level Targets and works with Suppliers and Operations teams to ensure consistently high service performance, evaluating customer feedback to develop quality improvement processes. This encompasses the delivery of contractual obligations to an agreed budget driving performance improvement and cost reductions through the management of structured Service Improvement Plans across all Standard Service and delivery teams both internal and external to the business. The Service Manager will drive the performance of services to the client as agreed in the contract, ensuring contractual SLAs / KPIs are delivered.

The Service Manager is in a key position to develop and enhance relationships between our client, its technology suppliers and clients. The Service Manager will be responsible for ensuring this relationship supports our clients contracts in delivering to their obligations as well as identifying opportunities for Technology to deliver differentiating and innovative solutions to improve competitive service.

Key accountabilities:


Support our Technology in ensuring excellent service delivery to contracts across the Sector, working to leverage improvements from within and across other contracts to continually improve.

Delivering a high quality set of integrated IT services to the contract(s)

Managing and developing the interface with the business units to ensure new/changed services are smoothly transitioned to live service

Ensure compliance of IT reporting on all contractual and non-contractual KPIs/SLAs in line with the contract needs

Ensure all contracts have up-to-date and agreed service definitions and matching IT operating budgets

Seek to identify opportunities for improved efficiency and effectiveness of the client’s systems and infrastructure, including people, process and technology and future growth requirements

Development of the client/Supplier relationship and identification of differentiation and innovation opportunities for Technology to enhance the service competitiveness of the contract.

Operational excellence

The Service Manager is responsible for the delivery of contractual service level agreements to support achievement of service targets.

Manage, at an appropriate level according to Best Practice, IT operational Risks and Issues escalating for action as required within Technology and the contract.

Assuring contractual adherence and compliance of accreditations/certifications as required, including but not limited to ISO 9000/1, ISO20000 and ISO 27001

The Service Manager is responsible for the integration of services across the contract, ensuring the Technology services are delivered in line with agreements as well as supporting the relationship to contractual IT teams to ensure IT overall delivers a successful service.

Own all major incidents working with internal and external resources to support delivery of incident reports, root cause analysis and problem resolution

Develop and manage strong operational governance and customer focus across Technology and Operational Teams, providing insight and support to the teams in working with the contracts.

Essential experience:

To be successful in this role the role holder will have progressed through the Service Delivery Management career spectrum and will have some experience of many roles across the Service Management lifecycle supported with demonstrable experience working in a SIAM based environment

This is primarily a customer/supplier relationship role based on successful delivery of services. In order to excel in role, it requires excellent stakeholder management skills, with a proven ability to develop and manage difficult complex stakeholder relationship at all levels

Exception experience of operationally managing IT Services, leading teams in the achievement of service level targets and providing a customer focused integrated set of services.

Some experience of implementing and maturing IT Service processes, to include ITIL and project management methodologies

Experience of managing and improving third party service providers' performance

Experience of managing expectations in a challenging environment

Track record of accurately reporting performance against KPIs and produce value add management information to support decision making

Excellent problem-solving skills, identifying critical issues and pushing creative thinking beyond the boundaries of existing practices

A quality focus with a strong attention to detail

Some knowledge of GDPR controls and the processes required to sustain compliance

Some knowledge of transitioning new services into support ensuring that support processes, knowledge transfer and expectations have been completed

Experience of developing and monitoring SLAs and KPI performance metrics to ensure that the IT Service can be quantified and measured

Ability to plan and organise resource allocation between BAU, incidents and project requirements

Experience of working in complex matrix organisation

Understanding of ITIL and SIAM functions, processes and capabilities

Good knowledge of quality standards, legislation and best practice

Security conscious

Must be willing to undergo security clearance
EPC Resources
St Helens, United Kingdom, gb
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