Service Manager

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Company Description

MUST BE BASED IN THE UK AND FULL RIGHT TO WORK

Join Netcompany in leveraging technological innovations to foster societal transformation.

Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees' Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations, our offerings are designed to meet diverse business needs.

Job Description

Based for 3 days per week on our client's site in Leeds, the IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services, and working with teams from IT service operations

A senior IT service manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.

Key Responsibilities

Our Service Managers are typically responsible for the end-to-end management of Incidents and Requests for one or more of our clients and assisting with proactive Incident Management across our internal IT Services. The candidate will ensure that SLA/KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL® framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad-hoc meetings.

• Manage configuration items, related information, service compliance and risks
• Lead investigative work into problems and opportunities in existing processes
• Lead the collection of information and creation of recommendations for improvements
• Absorb large amounts of conflicting information and use it to produce solutions
• Analyse current processes, and identify and implement opportunities to optimise them
• Lead and develop a team of experts to deliver service improvements
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards
• Take accountability for issues that occur and be proactive in searching for potential problems
• Achieve excellent user outcomes
• Influence stakeholders and manage relationships effectively
• Build long-term strategic relationships
• Facilitate and deliver business outcomes
• Understand the core technical concepts related to the role, and apply them with guidance
• Collaborate with user researchers and can represent users internally
• Explain the difference between user needs and the desires of the user
• Champion user research to focus on all users
• Prioritise and define approaches to understand the user story, guiding others in doing so
• Offer recommendations on the best tools and methods to use

Qualifications

• Demonstrable experience within Incident/Request Management Practice required with end-to-end management of incidents and service requests.
• Proficient use of ticketing toolsets including ServiceNow for effective Incident and Request queue management.
• Self-motivation, flexibility, initiative, and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidate's ability to efficiently deliver within the role with minimal intervention.
• Experience of working in a fast-paced ITIL aligned environment and demonstrate a passion for Customer Service and Continual Improvement.
• Good understanding of core ITIL Service Management practices within an Enterprise environment
• ITIL Foundation level and Practitioner/Incident Management required.
• The candidate must have experience of differing support models and be able to appraise these against defined SLAs, KPIs and OLAs
• The candidate must be delivery focused with a positive 'can do' attitude.
• Good oral and written communication skills are essential to ensure all parties associated with the service always have a clear understanding of the status of the service and associated tasks.
• Experience of working in a multi-provider or SIAM environment would be advantageous.
• Strong attention to detail and the ability to maintain effective control over many tasks in parallel.
• Experience in Key Stakeholder management

Additional Information

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK

Benefits include

• Hybrid working model with some flexible working
• 25 days' holiday
• Private Medical Health care via Vitality
• Pension contribution, Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company information

Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees' Choice Awards for 2024.

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process, please contact us at reasonableadjustments@netcompany.com.

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