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IT Service Manager

University of West London - IT

Location: Ealing
Salary: £36,535 to £44,381
Hours: Full Time
Contract Type: Permanent
Placed On: 12th February 2019
Closes: 3rd March 2019
Job Ref: IT066

We are looking to appoint an exceptional individual to join us as an IT Service Manager within our IT Customer experience team.

You should have a ‘can do’ attitude and enjoy positively engaging with a broad range of stakeholders to deliver a variety of IT services. 

The Service Manager will be responsible for the day-to-day delivery of the IT Support Service to UWL’s user community, including staff, students, visitors, alumni, external users, and the local community. Monitoring and reporting on service requirements with the customer-base and staff within IT Services.

The post holder will provide professional leadership and operational management to the team, taking responsibility for the management and development of the team, implementing service standards and developing common systems and processes based on industry best practice. They will be responsible for the delivery of front-line support services, monitoring, reporting and escalation of all support services. They will ensure that the IT Support service is efficient, effective and can adapt to changing circumstances. To provide necessary communication for outages/emergency activities including coordination of RFC changes.

The Service Manager will work closely with the Support Team Leader(s) such that support services are delivered in a coordinated way but as a flexible resource pool. They will be responsible for ensuring that Service level agreements are being met and that prioritisation of incidents and problems are managed efficiently. In other words, team leaders will have line management responsibility for individuals within their team but will also have matrix management responsibility across all teams. 

Your priorities will include:

  • Accountable for the day-to-day delivery of IT services that align with business outcomes.
  • Lead, manage and develop a team of IT professionals to delivery IT services that provide an excellent customer experience.
  • Promote and use service management to improve quality and customer satisfaction with IT services.
  • Ensure that the team use effective ITIL-based management processes.
  • Support the Customer Experience Manager to analyse metrics to improve our services and processes.
  • Ensure the team follow relevant Service level agreements and review performance.

Who we’re looking for:

  • Communication: Strong written and oral communication skills that influence and persuade many audiences. Can exchange complex technical concepts appropriate to the audience.
  • Leadership: Experience of successfully managing small teams of IT professionals covering a range of technical areas.
  • Customer Service Culture: Evidence of instilling a culture of customer service and technical excellence. 
  • Planning: A good planner and decision maker with strong organisational skills and ability to manage priorities and workloads that change regularly
  • Problem Solving: methodical approach to investigating problems and resolving issues
  • Technical Experience: solid experience in a range of technologies including Mac, Windows, AD, networking, Office 365 and supporting enterprise applications.

Apply online today, Everyone will get a response. 

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