ADS » MANCHESTER » JOBS » #2841167

IT Service Manager
Location: Manchester
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IT Service Manager,

IT Service Management

Contract Type: Permanent

There has never been a more exciting time to become part of Lookers. We are proud to have recently been voted one of the UK's Top Employers and looking after both our people and our customers is at the heart of everything we do.

About the role

Role Accountabilities

* Build strong relationships with both internal and external IT services teams (IT Service desk, Infrastructure, Network, Server, Field Engineering and Project Teams) and senior management

* Build strong engagement with the client; and its operations, prioritising sites accordingly to ensure best use of time.

* Attend physical site operations to ensure service is met 'on the ground' in accordance with service levels, and customer expectations

* Manage day to day IT service delivery to locations ensuring internal service levels are met, and any exceptions are managed.

* Be the Primary escalation point for any IT related matters always ensuring that issues are dealt with effectively and efficiently, and that tactical expedients are aligned with the strategic plans.

* Manage the Continuous Service Improvement plan for sites and operations developing and improving effectiveness and quality of service

* Provide weekly report on IT service performance across the agreed locations

* Work closely with the IT Service Management team, to help build out the service performance review cycle for review with customer stakeholders

* Ensuring service performance packs and reports are prepared for each Service Review meeting

* Understand business issues and challenges, and forward plans, sharing information with the IT service Management leads.

* Conduct Service Performance Reviews with business Stakeholders

* Ensure high levels of customer satisfaction.

Scope of Responsibility

* Matrix management of internal IT provision. Engaging with IT Service desk, Infrastructure, Network, Server, Field Engineering, Project Teams, and external Third party suppliers.

* IT Service Management process owners

* The scope of the role is to cover the North (UK), a range of locations, prioritised in terms of importance, ensuring that IT support needs are managed, in accordance with internal support arrangements. The role will involve a degree of flexibility.

So what do we need from you?!


* ITIL V3 foundation

* IT Practitioner - Managing Across the Life Cycle

* Prince2 Foundation


* 5+ years in Information Technology management position

* Demonstrable knowledge and experience in delivering IT systems and services

* Demonstrable ability to engage and build relationships at different levels

* Experience of managing multiple site locations and strong customer facing skills

* Experience of an ITIL & IT Service Management environment

* Exhibit a thorough understanding of implementation and operational issues, demonstrated by a practical approach to technical problem solving.

* Must be a self-starter, proactive and highly organized

* Must have experience in vendor delivery relationship management

* A proven track record of knowing what it takes to provide a consistently first class customer service internally and/or externally


* Excellent written & oral communications skills, organisational /scheduling abilities

* Exceptional customer relationship management skills

* Ability to develop and implement process improvements, hereby cooperating with all organisations involved in providing service to the customers.

If your application is successful we will conduct relevant employment checks prior to you starting with us. Depending on the role, these could include us verifying your recent employment, address and credit history. We may also conduct a criminal record check and a driving licence check.

Please note: We will close vacancies once the required quality or number of applications has been received

Posted 22/02/18, views 1

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