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- Tasks: Lead IT support services, ensuring SLAs are met and improved.
- Company: Join a dynamic team focused on delivering top-notch IT services.
- Benefits: Enjoy a hybrid work model with flexibility and collaboration.
- Why this job: Make a real impact by enhancing service quality and customer satisfaction.
- Qualifications: 7+ years in IT Service Management with expertise in SLAs and service improvement.
- Other info: Opportunity to work with complex technology estates and industry-standard tools.
The predicted salary is between 43200 - 64800 £ per year.
The Role: Service Manager
Contract Length: 6 Months
Hybrid: 2 days on-site in Taunton
The Role:
- Define, monitor, and enforce SLAs for IT support Services.
- Ensure that service targets are met or exceeded.
- Ensure SLAs are aligned with business objectives and customer expectations.
- Identify areas for improvement and implement necessary changes.
- Evaluate vendor performance and make suggestions for contract improvements.
- Update ALM tools with changes to existing Services and configuration items.
- Working with Supplier Manager in managing under-pinning contracts in support of the service.
- Defining & holding Service Review Meetings.
- Act as an escalation point for customer complaints and managing those complaints through to a successful conclusion.
- Act on feedback from customers to identify and address short-term issues but also to feed in improvement opportunities to the continual improvement cycle.
- Working with the Service Operations Manager to help with MI Management.
- Acceptance of new services into BAU support.
Required Experience
- The post holder will typically have recent varied professional experience in an IT Service Management role, gained over 7 years or more. This would include knowledge and experience of working with Incident Management, Configuration Management, Problem management, Change Management and Service Transition and Continuous Service Improvement.
- The post holder will have expert knowledge in Service Management across large and complex technology estates working with Enterprise level services. Understanding the complexity of the technology estate and the dependencies of individual services on others.
- Proven relevant work experience in a Service Management role, negotiating SLAs with customers, monitoring SLAs and conducting Service reviews with Service owners and putting in place corrective actions if SLAs not met.
- Post holder must have a proven track record of working with Industry Standard service management tools, updating service methods to improve overall efficiency.
Service Manager employer: Allen Lane
Contact Detail:
Allen Lane Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager
✨Tip Number 1
Fokussiere dich auf deine Erfahrung im IT Service Management. Bereite konkrete Beispiele vor, in denen du SLAs definiert, überwacht und verbessert hast. Zeige, wie du erfolgreich mit verschiedenen Stakeholdern zusammengearbeitet hast, um die Servicequalität zu steigern.
✨Tip Number 2
Nutze dein Netzwerk, um Informationen über die Unternehmenskultur und die spezifischen Herausforderungen bei StudySmarter zu sammeln. Dies kann dir helfen, während des Gesprächs gezielte Fragen zu stellen und deine Antworten besser auf die Bedürfnisse des Unternehmens abzustimmen.
✨Tip Number 3
Bereite dich darauf vor, deine Kenntnisse über gängige Service Management Tools zu demonstrieren. Sei bereit, darüber zu sprechen, wie du diese Tools genutzt hast, um Effizienz zu steigern und SLAs zu überwachen.
✨Tip Number 4
Zeige deine Fähigkeit zur kontinuierlichen Verbesserung. Bereite Beispiele vor, in denen du Feedback von Kunden genutzt hast, um Prozesse zu optimieren oder neue Dienstleistungen erfolgreich in den Betrieb zu überführen.
We think you need these skills to ace Service Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Manager position. Understand the key responsibilities, required experience, and skills needed. Tailor your application to highlight how your background aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in IT Service Management, particularly your knowledge of SLAs, Incident Management, and Continuous Service Improvement. Use specific examples to demonstrate your expertise and achievements in these areas.
Showcase Your Skills: Clearly outline your skills related to service management tools and methodologies. Mention any relevant certifications or training that support your qualifications for the role. This will help you stand out as a strong candidate.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarizes your experience but also expresses your enthusiasm for the role. Discuss how you can contribute to the company's goals and improve their service delivery based on your past experiences.
How to prepare for a job interview at Allen Lane
✨Showcase Your SLA Expertise
Be prepared to discuss your experience with defining, monitoring, and enforcing SLAs. Highlight specific examples where you successfully aligned SLAs with business objectives and customer expectations.
✨Demonstrate Problem-Solving Skills
Expect questions about how you've identified areas for improvement in past roles. Share concrete instances where you implemented changes that led to enhanced service delivery or customer satisfaction.
✨Familiarize Yourself with Service Management Tools
Since the role requires knowledge of industry-standard service management tools, be ready to talk about your experience with these tools. Discuss how you've used them to improve efficiency and manage service transitions.
✨Prepare for Customer Complaint Scenarios
Think of examples where you acted as an escalation point for customer complaints. Be ready to explain how you managed those situations and what steps you took to ensure a successful resolution.
