IT Services Manager

Employment Type
Full time
Burgess Hill

Role Purpose

As an IT Services Manager you will play a pivotal 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.


Key Responsibilities

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 SOM and the Service Delivery Management team (where aligned) as well as colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
Manage Problem tickets for your allocated customers, ensure appropriate resource form your team is aligned and escalate to the SOM where additional or specialist resources from outside of your team are required.
Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data)
Attend any regular calls with your customers that are in place relating to the review of active work/tickets.
Assist the SOM and Service Delivery Management team (where aligned) in managing service improvement plans (‘SIPs’) to ensure Acora contracted services are delivered to the agreed level and quality.
Act as an initial escalation point for any operational escalations or formal complaints.
Perform trend analysis to feed into Problem Management and Service Improvement activity.
Along with the SOM assist with the on-boarding (‘Service Transition’) of new customers into your dedicated support team.
Manage any actions assigned to you in respect of ensuring customer satisfaction (‘CSAT’) targets are being met.
Help manage the information held in Acora systems relating to the support of your customers. This includes (but is not limited to) the Customer Information Pack (‘CIP’) and knowledge articles within Acora’s chosen ITSM platform.

Skills and Experience

An evident passion for quality customer service.
A good technical background covering a variety of technical workstreams
Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholders.
Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
Manage and prioritise tasks/time efficiently
Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
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 service delivery.
Must be flexible as travel within the UK and Europe may be necessary at times

For more information about this position, please email and include a copy of your CV

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