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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

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    Description
    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 actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment, or other practical support where required.

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

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

    As a Service Manager at IT Naturally you will be responsible for ensuring that the processes required to deliver the services are managed.

    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.

    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.
    ~ Private healthcare with Bupa
    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

    IT Naturally is a carbon neutral IT Infrastructure service provider.

    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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