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For Companies At a Glance
- Tasks: Lead a dynamic IT team to enhance service delivery and operational excellence.
- Company: Join Protein Works, a fast-growing, award-winning consumer food brand.
- Benefits: Competitive salary, career growth, and a vibrant work culture.
- Why this job: Make a real impact in a cutting-edge tech environment while shaping IT strategy.
- Qualifications: 5+ years in IT service management with leadership experience required.
- Other info: Opportunity to work with innovative technologies and drive continuous improvement.
The predicted salary is between 48000 - 72000 ÂŁ per year.
At Protein Works, we rely on our IT systems to power solutions across all functions at our state-of-the-art PW Campus facility. As we continue our mission \”To Create The Best Shakes On The Planet,\” we\’re seeking an experienced IT Service and Systems Manager to lead our IT service delivery and ensure operational excellence across our growing technology landscape.
The selected individual will report directly to our Technology Director and will be responsible for managing a small, dynamic team of IT Systems and IT Support executives. This is a pivotal role that bridges the gap between technical operations and business strategy, ensuring our IT services align with and support our rapid growth as one of the UK\\\’s fastest-growing multi-award-winning consumer food brands.
Objectives of this role
- Lead and develop a high-performing IT service team to deliver exceptional support across the organization
- Establish and maintain robust IT service management frameworks using JIRA Agile processes, ITIL methodologies, or similar industry standards
- Drive continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction
- Ensure seamless integration between IT operations and business objectives through strategic planning and stakeholder engagement
- Maintain comprehensive asset management and configuration control to protect and optimize our technology investments
- Foster a culture of ownership, accountability, and proactive problem-solving within the IT team
Key Responsibilities
Asset and Configuration Management
- Establish and maintain comprehensive asset registers for all IT hardware, software, and licenses
- Track, log, and maintain accurate configuration information to protect assets and components
- Implement lifecycle management processes for IT assets from procurement to disposal
- Ensure compliance with licensing agreements and optimize asset utilization
Business Analysis (IT Operations)
- Investigate problems and opportunities within existing IT processes and systems
- Analyze business requirements and translate them into technical solutions
- Contribute to recommending and implementing solutions that enhance operational efficiency
- Conduct gap analyses between current and desired states of IT service delivery
Continual Service Improvement
- Develop and maintain awareness of process efficiency opportunities
- Support and lead specific activities to improve IT service delivery processes
- Identify and address service deficiencies through root cause analysis
- Implement metrics and KPIs to measure and drive service improvement
- Champion best practices and innovative approaches to service management
IT Service Reporting and Management
- Produce comprehensive service reports in appropriate formats within agreed timeframes
- Work collaboratively with stakeholders to refine and enhance reporting processes
- Interpret complex data sets and communicate insights effectively to technical and non-technical audiences
- Monitor service performance against SLAs and implement corrective actions as needed
Ownership and Initiative
- Take full ownership of issues and incidents until resolution or appropriate handover
- Demonstrate proactive problem-solving and decision-making capabilities
- Lead by example in promoting a culture of accountability and ownership
- Drive initiatives that prevent recurring issues and improve service stability
Service Focus and Framework Knowledge
- Maintain a holistic view of IT services and their interdependencies
- Investigate and optimize service delivery across the entire service portfolio
- Demonstrate comprehensive knowledge of service management frameworks (ITIL, Agile)
- Apply lifecycle and capability elements of ITIL to improve service maturity
- Balance technical requirements with business needs to deliver optimal outcomes
Stakeholder Relationship Management
- Identify and engage with key stakeholders across all business functions
- Tailor communication strategies to meet diverse stakeholder needs
- Build consensus and foster collaborative relationships across departments
- Use evidence-based approaches to explain decisions and build trust
- Act as the primary liaison between IT operations and business units
Strategic Thinking and Planning
- Work within the broader strategic context of the organization
- Communicate how IT activities align with and support strategic goals
- Contribute to the development of IT strategy, policies, and roadmaps
- Identify emerging technologies and trends that could benefit the business
Technical Understanding and User Focus
- Maintain strong understanding of core technical concepts across infrastructure, applications, and cloud services
- Apply technical knowledge to guide team decisions and solution design
- Identify and engage with users to understand and document their needs
- Use quantitative and qualitative data to drive user-focused improvements
- Ensure IT services meet or exceed user expectations
Required Skills And Qualifications
- Minimum 5 years of experience in IT service management or similar role, with at least 2 years in a leadership capacity
- Proven experience managing IT teams and driving service delivery improvements
- Strong knowledge of IT service management frameworks (ITIL Foundation certification required, ITIL Intermediate/Expert preferred)
- Experience with Agile methodologies and tools (JIRA, Confluence, or similar)
- Demonstrated expertise in asset management, configuration management, and service catalog development
- Strong analytical and problem-solving skills with data-driven decision-making capabilities
- Excellent interpersonal and communication skills for engaging with stakeholders at all levels
- Experience with IT service reporting, SLA management, and performance metrics
- Understanding of modern IT infrastructure including cloud services, networking, and security principles
- Ability to balance technical requirements with business priorities
Preferred Skills And Qualifications
- Bachelor\\\’s degree in Computer Science, Information Technology, or related field
- ITIL v4 Managing Professional or Strategic Leader certification
- Project management certification (PRINCE2, PMP, or Agile/Scrum Master)
- Experience in e-commerce or fast-growing consumer goods environments
- Knowledge of Windows and Linux environments, virtualization, and cloud platforms (AWS, Azure)
- Experience with IT budgeting, vendor management, and contract negotiation
- Understanding of GDPR, data protection, and IT compliance requirements
- Experience implementing or managing ITSM platforms
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IT Service and Systems Manager employer: Protein Works
Contact Detail:
Protein Works Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service and Systems Manager
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works at Protein Works. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. It’s a great way to demonstrate your expertise in IT service management and how you can contribute to the team.
✨Tip Number 3
Prepare for those tricky questions! Research common interview questions for IT Service and Systems Managers and practice your answers. Make sure you can articulate how your experience aligns with Protein Works' mission and values.
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a quick thank-you email to express your appreciation for the opportunity. It shows you’re genuinely interested and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace IT Service and Systems Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of IT Service and Systems Manager. Highlight your experience with IT service management frameworks like ITIL and Agile, and don’t forget to showcase your leadership skills in managing IT teams.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for Protein Works. Mention specific achievements that demonstrate your ability to drive service delivery improvements and align IT services with business objectives.
Showcase Your Technical Know-How: In your application, make sure to highlight your understanding of modern IT infrastructure, asset management, and configuration control. This will show us that you have the technical chops to back up your managerial skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Protein Works
✨Know Your ITIL and Agile Inside Out
Make sure you brush up on your ITIL frameworks and Agile methodologies, especially JIRA. Be ready to discuss how you've applied these in past roles, as this will show your understanding of the processes that are crucial for the IT Service and Systems Manager position.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing IT teams and driving service delivery improvements. Think about specific situations where you led a team through challenges or implemented changes that enhanced performance. This will demonstrate your capability to lead a high-performing team.
✨Understand the Business Side
Since this role bridges technical operations and business strategy, be prepared to discuss how IT aligns with business objectives. Research Protein Works and think about how their IT services can support their mission of creating the best shakes. This shows you're not just tech-savvy but also business-minded.
✨Prepare for Problem-Solving Scenarios
Expect to face questions that assess your analytical and problem-solving skills. Prepare to discuss past experiences where you identified service deficiencies and how you addressed them. Use metrics and KPIs to back up your success stories, as this will illustrate your data-driven approach.