IT Service Manager
hace 6 días
**Who we are**
The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do - from our games, new products and technologies, to how we collaborate and share inspiration with one another.
The IT Services Group (ITSG) is at the heart of the value chain for MSP. Our team which consists of Product, Core Engineering, IT Services, Support and Architecture are a tight knit operating unit where excellence is the standard.
The Service Management function is a fresh addition to the IT Services group with the mission of guaranteeing that the IT services provided align with the needs and expectations of the business and its customers. The department is responsible for Service Management within the organisation which includes Service Design, Service Transition, Service Assurance, Service Governance and Risk management, all aimed at providing optimal service delivery.
**Your mission**
In this role, you will be responsible for the operational success and continuous improvement of services provided to internal and external customers, aiming to provide the outmost value to our customers in an efficient manner and ensure an unparalleled customer experience.
This is an exciting opportunity for a highly motivated professional to play a critical role in the development of a brand new service management function and to manage complex IT services within a dynamic and fast-paced global technology company
**What you'll do**
- Lead and develop one or more of the following ITIL practises:
- Service level management
- Measurement and reporting
- Service Catalogue
- Capacity & Performance
- Service Ownership:
- Take ongoing responsibility for Service Management for one or more services
- Manage the performance of services provided to clients as per agreed contract and ensure that Service Levels are achieved.
- Operational responsibility for service delivery targets, SLA’s and contractual compliance.
- Create the Service(s) improvement roadmap and act as the service improvement backlog owner
- Continuously monitor and analyse the Service(s), both in terms of data and customer feedback, to identify areas for improvement and efficiency, and work cross-functionally to quantify and deliver those improvements
- Single point of contact for escalation of service delivery issues and problem solving.
- Service Level Agreements:
- Create and manage service level agreements (SLAs) to ensure that the Service meets customer expectations.
- Work with key stakeholders to ensure any issues or defects are resolved in a timely manner and in line with Service Level Agreements
- Service Measurement & Reporting:
- Establish and manage service reporting processes to provide visibility into Service performance and enable data-driven decision making.
- Work with key stakeholders to establish the correct metrics and data for evaluating the performance, availability, cost effectiveness, utilisation and customer satisfaction of the Service(s), including analysis and reporting for internal and external audiences.
- Liaise with key stakeholders to establish appropriate protocols for reporting of Service availability and incidents
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including customers, vendors, and internal teams.
- Supplier Management: Manage the performance of any external suppliers involved with the Service(s)
- Work with key stakeholders to develop business continuity plans for new and existing Service(s)
- Work closely with internal service providers to develop and continually improve the service levels.
- Make recommendations on operational working practices.
- Internal process development to enable delivery of the required service levels.
- Represent and advocate for the Service Management function and internal and external customers in meetings and project activities
**What you'll bring**
- Minimum of five years’ experience working in an IT service environment within a complex and diverse organisation, with 3 years being at a service management role.
- Proven experience in establishing service level agreements and operating level agreements.
- Proven experience on using data and metrics to manage and improve an IT service
- Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organisation
- Excellent customer management skills
- Experience of management of vendors and suppliers
- Experience of working for a managed services provider an advantage
- ITIL certification an advantage
- Strong negotiation skills
- Understanding the importance of business processes and compliance.
- Extensive team work experience and ability to effectively lead, engage and mo
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