LCW IT Service Manager - London

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation - inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology. As an IT Service Manager your role is to help manage the daily IT operations within the London Canary Wharf office. You will manage a team of IT Service Specialists, lead local IT projects, provide solutions to issues, and manage local stakeholder relationships alongside the LAB IT Director to ensure the team is delivering a high level of customer care. This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in BCG offices. You report directly to the LAB IT Service Director and must be able to perform in a fast-paced, high-performing, service-oriented environment. You interpret rules and guidelines flexibly to enrich the business and in keeping with BCG's values and culture.

Key responsibilities:

• Leading the IT service operation in the London Canary Wharf office.
• Supporting the BCG user community by adhering to best practices while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
• Lead in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements.
• Coordination of local office asset maintenance.
• Manage and coach all direct reports with regular check-ins to ensure performance is of a high standard, opportunities for professional growth are discussed, as well as providing timely and honest feedback when required.
• Lead on projects in an operational capacity for both global and local initiatives.
• Coordinate the completion and resolution of all tickets through the IT service management ticketing system as well as regular checks to ensure agreed SLAs and KPIs are being met.
• Assist with managing the analysis on operational KPIs to facilitate communication and improve quality and performance.
• Delivering regular updates to the LAB IT Service Director highlighting the team's activity, pressure points and upcoming activities.
• Providing mentorship, guidance and feedback to your team members and provide input on performance of team members to the LAB IT Service Director.
• Ownership and management of the local IT budget, including forecasting, tracking expenditure, and reporting on variances to the LAB IT Service Director.

What You'll Bring

• Taking ownership of issues and delivering timely results of the highest standard.
• Strong analytical thinking and problem solving, you pay attention to the details and can identify and perform root cause analysis.
• Articulating technical information to non-technical stakeholders.
• Lateral thinking, potentially using bespoke solutions where needed.
• Leveraging your experience and providing expertise to users, managers, Agile Squads and IT staff.
• Stakeholder management - interfacing and communicating with internal staff at all levels, working with the Product and Engineering teams to engage and act.
• Independently monitoring and driving escalations from initiation to resolution, by not only using your technical skills but also coordinating efforts and resources across the entire functional IT team(s).
• Managing expectations by communicating effectively with customers.
• Report and escalate efforts to resolve complex customer experience problems.
• Act as the focal point of communication for the customer, key stakeholder and senior leadership.
• Advise Senior Leadership on any developments and plans of action.
• Flexible approach to working outside of business hours to meet deadlines.

YOU BRING EXPERIENCE AND QUALIFICATIONS

Essential

• B.Sc. or equivalent preferred, preferably in computer science, IT or another technical subject area.
• At least 3 years of IT operations and related experience, preferably in a high-touch environment.
• A minimum of 2 years experience managing people, with a proven ability to develop and coach a team.
• Demonstrated experience managing IT budgets, including forecasting, cost tracking, and financial reporting.
• Excellent knowledge and demonstrable experience of using the Microsoft OS (Windows 11) and M365 Suite. macOS support experience considered beneficial.
• Experience with performance and stability optimization tools and methods.
• Ability to effectively communicate complex ideas verbally and in writing with both customers and IT internally.
• Very strong customer service orientation.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to build relationships and influence stakeholders.
• Ability to have difficult conversations with multiple levels within the organization.
• Ability to collaborate with peers and work cross-functionally as needed with Product and/or Engineering teams.
• Proven knowledge of Escalations Management frameworks (e.g. ITIL) and Problem Management.
• Negotiation, mediation and conflict management skills.
• Experience with office fitouts/buildouts.

Desirable

• Knowledge of Imaging software experience, ideally Intune and JAMF.
• Knowledge of collaboration tools such as Miro, Slack and Trello.