Service Manager - United Kingdom - Consortia

Description

Service ManagerThis is an excellent opportunity to work for our globally recognised retail brand and to oversee their newly formed data support function.

You will help mature the function by managing the output of a trusted third-party vendor and help define and implement processes to achieve company-wide service levels.

While extensive data knowledge isn't essential, Confidence in managing technical and outsourced teams for support and project delivery is crucial, as well as understanding the role that data serves within the business.

You will work with the company's other escalation points and managers to bring a joined-up approach to service management.
Ideally, the service manager should have a traditional support and service management background in complex global environments. In particular, a proven background in ITIL change control and problem management within highly available, 24/7, fast-paced environments. Prior experience in Identifying service trends, root cause analysis, and challenging Monthly service review documents is essential.

The position will involve the following:

• Manage the Data Support knowledge base to ensure timely and accurate documentation as a referral point for operational processes, questions, and issues within the Data Support team and wider business.
• Make independent, intricate technical decisions to uphold the availability and functionality of critical business systems while adhering to Change Management governance.
• Foster relationships with key business stakeholders, providing advice and solutions for intricate requests and issues.
• Oversee the global process for integrating data solutions into "business as usual" support and assist in IT projects from implementation through post-live support.
• Champion service improvement initiatives, ensuring effective communication with teams and stakeholders during major outages.
• Collaborate with Project Managers, third parties, and IT team members to prepare and deliver projects.
• Offer design guidance to fellow IT team members and liaise with relevant governance positions to ensure compliance with internal and external regulations and policies, adhering to Technology policies and procedures.
• Maintain, configure, document, and monitor all data solutions within the estate, facilitating seamless handover to the operations team.

Essential skills for the role are:
Experience supporting large-scale (ideally Global), multi-project, and integration solutions from inception to operation.
Experience defining and implementing Service management processesConfidence in managing technical and outsourced third-party teams for support and project delivery.
ITIL Foundation v3 certified or equivalent awareness of ITIL processes. Change, knowledge, and problem management.
ITSM toolset, preferably ServiceNow.
Salary is £60,000 -£65, % bonusPlease send an up-to-date CV for consideration.