- ** IT SERVICES MANAGER REQUIRED IN MANCHESTER ****
Duration- 9 months
Hybrid working 2 days a week office based.
Rate: Competitive via Umbrella company
Our client is the UK's largest MVNO (Mobile Virtual Network Operator) with over 5 million customers and industry leading customer satisfaction. They're totally a unique business, a 50/50 joint venture between Tesco and Telefónica O2 that launched back in 2003 and has gone from strength to strength as we've launched into new services, markets and customer propositions.
Responsibilities
- Along with the VL, CL & SL collaborate in the vision and strategy for service management and service delivery, ensuring that the governance and framework are created and implemented and align with the business OKR's.
- Work with the ITSM Squad Leads & Chapter Lead to ensure a joined-up view of the chapter and ensure that we are working jointly towards the vision of the chapter.
- Support in driving a culture of high performance, setting an environment of trust and respect and caring for human connection.
- Be part of the planning process to ensure we have adequate resource and capacity to deliver value outcomes, business imperatives and great service to our customers; and to support service in a complex SIAM business.
- To lead your respective function or lead role from the front and proactively engage with all key stakeholders, acting as point of escalation for anything related to the squad or your area directly.
- To provide support were required to ensure that operational and service management methods, procedures, technology, and tools are established, reviewed, and maintained to deliver a stable, performing, and customer focused service.
- Support the squad leads in collaboration of providing guidance mentorship, and performance management to ensure high levels of service delivery and professional development.
- Ensure ITSM processes are documented, standardised, and aligned with ITIL best practices.
- Within your lead function lead on the monitoring, and analysis of ITSM metrics and KPI's to identify trends, areas of improvement, and to ensure SLAs are met.
- To ensure the delivery of high-quality IT services that meet or exceed expectations, to lead on the e2e lifecycle of IT services from design and transition to operation and continual improvement.
- Coordinate with our internal colleagues to ensure seamless service delivery and resolution of incidents and problems, proactively providing service management expertise as and when they require to be deployed.
- Lead on the promotion, awareness and understanding of ITSM processes and benefits throughout the business.
- Drive a culture of continual improvement throughout the squad and the chapter and drive this throughout the business. Identify opportunities for process optimisation, automation and innovation.
- Drive initiatives to improve service quality, efficiency, and customer satisfaction!
- Proactively work on own development and mastery, this will include and not be limited to, ITIL fundamentals and understanding of Agile
Pontoon is an employment consultancy. We put expertise, energy, and passion into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an all-encompassing environment that helps them thrive.
Candidates will ideally show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
Pontoon is an employment consultancy and operates as an equal opportunity's employer.Please email me