Associate Service Manager in Leeds

Netcompany is one of the fastest growing technology companies in the UK, recognised for disrupting the marketplace and helping to transform the IT sector. We deliver IT Transformation and Delivery services to some of the most well-known organisations in the UK and can count 18% of the FTSE 100 as clients, delivering services across several different sectors. Netcompany have ambitious growth plans for the next few years and will continue to win and deliver multi-million-pound projects, offering a fantastic opportunity for all members of staff to grow with us and carve out a challenging, successful and rewarding career.

We have an exciting opportunity for an Associate Service Manager to join our growing team. The role focuses on the effective coordination of IT service management activities, ensuring services are stable, well-governed, and delivered in line with contractual and operational expectations. You will act as a facilitator between clients, internal teams, and suppliers, helping to manage incidents, changes, risks, and service performance.

• Build strong working relationships with client counterparts to support effective communication, trust, and service outcomes.
• Coordinate day-to-day IT service management activities to ensure services are delivered in line with agreed contractual and operational expectations.
• Manage and facilitate core ITSM practices including incident, major incident, problem, change, and service request management.
• Act as a point of coordination between clients, internal delivery teams, and suppliers to support effective service outcomes.
• Ensure ITSM processes, procedures, and documentation are accurate, current, and aligned with agreed standards and governance.
• Monitor service performance against SLAs, OLAs, and KPIs, escalating risks or issues where service levels are threatened.
• Produce and support service performance reporting by compiling relevant data, translating it into clear narrative, and ensuring timely distribution to support governance and decision-making.
• Facilitate service governance forums and support service performance discussions with internal and external stakeholders.
• Identify operational risks to service delivery and support the development and tracking of appropriate mitigation actions.
• Facilitate continual improvement activities by identifying opportunities from service performance, stakeholder feedback, and operational insight, and supporting the delivery of measurable improvements.
• Ensure services are delivered in compliance with information security policies, regulatory requirements, and internal standards.
• Apply organisational methodologies, templates, and best practices consistently across service delivery activities.

• ITIL4 Foundation is desired.
• Strong understanding of ITIL framework and best practices.
• Experience with presenting analysis and visualisations to communicate complex messages.
• Proficiency in ServiceNow, including building reports, dashboards, and working with Performance Analytics.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Data analysis skills – Ability to interpret large datasets, identify key insights, and present them clearly using standard office suite, including Word, Excel, and PowerPoint.

Through our Netcompany Academy, we offer a diverse range of courses, seminars and certifications carefully curated to support your development. As you advance in your career, the Academy tailors its offerings to enhance your managerial skills, deepen your understanding of methodologies, hone your leadership abilities, and fine-tune your strategic acumen. As you progress through the content, you’ll naturally take on more responsibility and network with your peers.

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK.
• Must be able to attain a UK Security Clearance.

• 25 days’ holiday.
• Private Medical Health care via Vitality.
• Pension contribution, Life Assurance.
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024. At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme. If you need any reasonable adjustments or extra support during the recruitment process, please contact us at reasonableadjustments@netcompany.com.