UK - IT Service Manager

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Who We Are:

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organisations.

Role Summary:

This is a crucial and fulfilling role - we are at the start of this fascinating journey and need a visionary, strategic thinker to bring our vision of world class service management to life.

As an IT Service Manager, you will oversee the Service Delivery & management against the agreed SLAs, budgets, technology developments and release cycles.

This is a great opportunity to work with a technology portfolio that's modern and constantly developing furthering your knowledge of AI, Cloud, Big Data and other emerging technologies. You will be joining a business where collaboration, knowledge sharing, and growth are valued, and your inputs will be listened to.

This is an exciting, dynamic role that requires agility of thought, adaptability with the ability to turn technical solutions and jargon into plain language for staff and communications.

Contract: Permanent/Full time

Location: London (Hybrid)
Salary: £50,000 - £55,000 per annum

In line with company policy, Inchcape does not provide visa sponsorship for candidates and cannot consider applicants who will require this now or in the future.

Key Responsibilities:

• Develop and maintain IT service level agreements (SLAs) and ensure that they are met or exceeded.
• From a service standpoint, steer and pilot sub-services, providers, and vendors.
• Responsible for Incident and Major incident response/Problem and Change Management processes. (This role requires out of hours on-call for incident management)
• Analyse, plan, monitor, and enhance the availability of IT services in accordance with the established service standards.
• Provisioning demand predictions as a starting point for planning and calculating the budget.
• Hold internal service review sessions to discuss processes, performance, and service enhancements.
• In an ITIL-derived framework, accountable for providing excellence in all facets of the service delivery function.
• Responsible for the co-ordination and communication activities across stakeholders, projects, developers, suppliers, and service teams.
• Manage risks relating to new, changed, or retired services.
• Set correct expectations on the performance and use of new or changed services.
• Ensure that service changes create the expected business value.
• Provide good-quality knowledge and information about services and service assets.
• Manage service components to ensure they meet business needs and performance targets.
• Analyse and assess impact and develop and document change requests.

Key Deliverables:

• Ensure that services can be managed, operated, and supported in accordance with constraints specified during the service design stage of the service lifecycle.
• Develop and implement plans for go-live, early-life support and service acceptance.
• Ensure that the acceptance criteria are understood by the wider IT operations.
• Manage service components to ensure they meet business needs and performance targets.
• Contribute to the implementation of remedies and preventative measures.
• Investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, or operational)
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

Candidate Requirements:

• Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail.
• Experience in implementing and running IT ticketing system and ITSM dashboards for KPI's, SLA's.
• Flexible in meeting the demands of the role, as the role may involve evening and occasional weekend work, as well as being on call for incident management.
• Experience of creating and maintaining a project plans.
• Excellent analysis and problem-solving skills.

Desirable Skills:

• Experience in global organisation and services.
• IT partner / vendor management.
• Experience of ITSM tools preferably Zoho Service Desk.
• Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage.

Education, Qualifications and Experience:

• 5+ years of experience in IT Service Management/Service delivery
• Education to degree level or able to offer the equivalent in terms of professional training and experience.
• ITIL Expert certified.
• Six Sigma/Lean Green Belt (desirable)

You will receive:

• 25 days annual leave entitlement plus bank holidays
• Life assurance cover
• Contributory company pension scheme
• Values Award celebration events
• Team building days

Plus, much more!

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realise the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective - we connect the world and see the bigger picture.

The Power of People - we rely on the strength of local agent knowledge and relationships.

Progress - we adopt new thinking and push for positive change in our industry.

Inchcape is an Equal Opportunities Employer - equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success.

Additional Information:

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.

To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.

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