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For Companies At a Glance
- Tasks: Lead IT support services, ensuring SLAs are met and driving continuous improvement.
- Company: Join a dynamic team in Taunton focused on delivering top-notch IT services.
- Benefits: Enjoy a hybrid work model with flexibility and opportunities for professional growth.
- Why this job: Be at the forefront of IT service management, making a real impact on customer satisfaction.
- Qualifications: 7+ years in IT Service Management with expertise in SLAs and service improvement.
- Other info: Contract role for 6 months with potential for extension based on performance.
The predicted salary is between 36000 - 60000 £ 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
Make sure to familiarize yourself with the specific SLAs and service management tools that are commonly used in the industry. This knowledge will not only help you during the interview but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Prepare examples from your past experience where you've successfully managed SLAs or improved service delivery. Being able to share concrete results will show your potential employer that you can bring value to their team.
✨Tip Number 3
Network with professionals in the IT Service Management field, especially those who have experience in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on the latest trends and best practices in IT Service Management. Showing that you are proactive about your professional development can set you apart from other candidates.
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. Highlight key responsibilities and required experiences that align with your background.
Tailor Your CV: Customize your CV to reflect your experience in IT Service Management, particularly focusing on your knowledge of SLAs, Incident Management, and Continuous Service Improvement. Use specific examples to demonstrate your expertise.
Craft a Compelling Cover Letter: Write a cover letter that addresses how your skills and experiences meet the requirements of the role. Mention your ability to manage customer complaints and improve service delivery, as these are crucial aspects of the job.
Highlight Relevant Tools Experience: In your application, emphasize your familiarity with industry-standard service management tools. Provide examples of how you've used these tools to enhance service efficiency and monitor SLAs.
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 Interaction Scenarios
As the role involves acting as an escalation point for customer complaints, think of examples where you successfully managed customer issues. Be ready to explain your approach to resolving conflicts and ensuring customer satisfaction.
