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    Service Manager - Peterborough, Cambridgeshire, United Kingdom - IT Naturally | B Corp | MSP

    IT Naturally | B Corp | MSP
    IT Naturally | B Corp | MSP Peterborough, Cambridgeshire, United Kingdom

    1 week ago

    Default job background
    Technology / Internet
    Description

    Join our Team

    At IT Naturally, our team is like a family, we put people first whether that's each other or the customer so in return, we look after you.

    We often get asked why we are called IT Naturally, we reply 'because IT comes naturally to us". All of our team are experts in their field, and we reflect that in our company name. We pride ourselves on our customer service and our solutions. We love turning a challenge for our customers into something simple and manageable.

    We are always looking for new experts to join us who have ideas, want to be heard, and are put first. We actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment, or other practical support where required.

    Our employee selection process comprises of a psychometric test, an initial teams call, and a face-to-face interview.

    We are unable to offer sponsorship for this vacancy.

    We offer a hybrid working environment with 2 shifts in our Peterborough office.

    Salary: £40,000 - £50,000 + On call allowance (Depending on experience)

    Role Overview

    As a Service Manager at IT Naturally you will be responsible for ensuring that the processes required to deliver the services are managed. ensuring roles and responsibilities for the processes are defined, and processes are designed, implemented, and improved.

    Role Responsibilities

    • Monitoring service performance against SLA / SLM activities for the products and services in line with the Statement of Work and company standards
    • Creating and tracking the Service improvement plan (SIP) including quality assurance
    • Own the problem management process, proactively coordinating resolutions with customers, third parties and internal teams.
    • Publication of regular service reports and review with key stakeholders and suppliers
    • Respond to escalations and to high priority incidents which may require escalation and assist with any management support.
    • Ensure all ITSM policies are adhered to.
    • Provide project / service transition support around Stakeholder communications for planned & unplanned service interruptions (Outages, maintenance etc)
    • Accountable for the resolution of priority 1 and 2 incidents, ensuring that they are resolved in line with the business defined major incident policy, process, and communication plan.
    • Responsible for conducting root cause analysis on all priority 1 and 2 incidents, seeking, and addressing process failures to identify lessons learnt and continuous improvements.
    • Contribute to a 24x7 On-call rota to manage P1 and P2 incidents.

    Role Requirements

    • 5+ years industry experience IT service management
    • Service reporting experience and ability to interpret metrics.
    • Outsourced / Service integration service management.
    • Demonstrable experience of creating and owning a Service improvement plan
    • Knowledge and application of ITIL service management processes
    • An understanding of Service improvement activities
    • Service outcome focussed.
    • Can hit the ground running and self-motivated.

    What We Offer

    Competitive employee packages that include:

    • Private healthcare with Bupa
    • Critical Illness Insurance
    • Life insurance
    • Company Pension with up to 6% matched contributions
    • Personal training plan
    • Internal career development
    • Hybrid working: 2 days a week in our Peterborough office
    • Cycle to Work Scheme
    • Casual clothes and some branded clothing
    • Your Birthday off

    About IT Naturally

    IT Naturally is a carbon neutral IT Infrastructure service provider. We want to use tech as a force for good to work together to build a better world.

    We truly care about our employees, their lives, their job satisfaction, and development. We understand that our people are everything and are proud to have been awarded Investors in People at the Silver level in our first assessment.

    Our Values

    We are human, skilful, and playful and look for these attributes in our employees. Are you inclusive and caring; take ownership of everything you do and can be light-hearted when the time is right?

    Our customers are mainly medium to large corporates who share our values, and we also have the key accreditations enabling us to deliver to the public sector.

    We welcome applications from people with backgrounds that are traditionally underrepresented in tech and truly believe diversity is the key to creativity and innovation.

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