At a Glance
- Tasks: Lead a team to deliver top-notch IT support and drive continuous improvement.
- Company: Join a winning team at Trusted Technology Partnership, a top-rated workplace.
- Benefits: Enjoy competitive salary, profit share, hybrid working, and great perks.
- Other info: Be part of a friendly culture with progression opportunities and fun perks!
- Why this job: Make a real impact in IT service management while growing your career.
- Qualifications: 3+ years in IT Service Management with strong people management skills.
Location: Ringwood, Hampshire + Hybrid home working (non-contractual)
Salary: £40,000 + Overtime + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
Working in a team of three Senior Service Managers, reporting to the Service Delivery Manager, you will form part of a well-established service management team. You will be helping to lead the delivery of high-quality IT support services and drive continuous improvement across our operational environment. You will be responsible, as a team, for the delivery of our support services.
You will take responsibility for the end to end customer experience, ensuring service excellence through effective alignment of people, processes and technology. You will identify improvement opportunities, drive change, and ensure ISO management systems are actively promoted and embedded across the support team.
As a Senior Service Manager, you will manage a team of Service Managers and 2nd Line Technicians to their full potential.
Duties Include:
- Identify and mitigate risks which could impact our services, performance or compliance.
- Produce and interpret departmental KPI reports to assess operational performance, monitor efficiency, identify risks, and recommend improvements to support department objectives.
- Act as a key representative for the support department during service transitions, change initiatives, and project delivery.
- Champion our commitment to ISO management systems within the support team, embedding best practice and continuous improvement.
Skills and Experience:
- Experience in Service Delivery or IT Service Management (three years preferred), with proven people management experience, a strong track record managing incidents, problems, and major incidents.
- Solid understanding of IT support environments, ideally with previous hands-on troubleshooting or IT operations experience.
- Experience and knowledge of using ITIL best practice.
- Excellent communication and stakeholder management skills, manage escalations professionally, and present confidently.
- Strong analytical and reporting ability.
- Ability to learn new technologies quickly.
- Organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
- Proactive and improvement focused, committed to continuous learning, professional development, and raising service standards.
The role is subject to a standard clear DBS being received.
The Package:
- Company Profit Share (first £3,600 is tax free).
- 22 days annual leave plus bank holidays, increasing with length of service.
- Birthday as additional paid leave.
- Additional paid leave (dependent on company performance).
- Company sick pay policy.
- Pension Scheme.
- Private Medical Insurance including dental.
- Free Parking.
- Hybrid Working.
- Progression opportunities.
- Fresh fruit, the occasional pizza and a posh coffee machine!
Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, software development and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
IT Senior Service Manager employer: Trusted Technology Partnership
Trusted Technology Partnership is an exceptional employer located in Ringwood, Hampshire, offering a vibrant work culture that prioritises employee well-being and professional growth. With benefits such as a company profit share, hybrid working options, and a commitment to continuous improvement, we foster an environment where team members can thrive and develop their skills while enjoying perks like additional paid leave and a supportive atmosphere. Join us and be part of a winning team recognised for our dedication to service excellence and employee satisfaction.
Contact Details:
Trusted Technology Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Senior Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work at Trusted Technology Partnership. A friendly chat can sometimes lead to job opportunities that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Since Trusted Technology Partnership prides itself on being a great place to work, show how your values align with theirs during the conversation.
✨Tip Number 3
Practice your STAR technique for answering competency questions. Think of specific situations where you've demonstrated your skills in service delivery and people management, as these are key for the Senior Service Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Trusted Technology Partnership.
We think you need these skills to ace IT Senior Service Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Senior Service Manager role. Highlight your experience in service delivery and people management, and don’t forget to mention any hands-on troubleshooting or IT operations experience you've got!
Showcase Your Skills:In your application, be sure to showcase your communication and stakeholder management skills. We love seeing examples of how you've managed escalations and presented confidently in previous roles.
Emphasise Continuous Improvement:Since we’re all about continuous improvement, share specific examples of how you’ve driven change in your past roles. Mention any experience with ISO management systems and how you’ve embedded best practices in your teams.
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 get to know you better. Plus, it shows you’re keen on joining our friendly team!
How to prepare for a job interview at Trusted Technology Partnership
✨Know Your ITIL Inside Out
As a Senior Service Manager, you'll need to demonstrate a solid understanding of ITIL best practices. Brush up on key concepts and be ready to discuss how you've applied them in previous roles. This will show your potential employer that you’re not just familiar with the theory but can also implement it effectively.
✨Showcase Your People Management Skills
Since you'll be managing a team, it's crucial to highlight your people management experience. Prepare examples of how you've motivated teams, resolved conflicts, or improved performance. This will help illustrate your leadership style and ability to drive service excellence.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle incidents. Think of specific situations where you identified risks or implemented improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Demonstrate Your Analytical Skills
You'll be responsible for producing and interpreting KPI reports, so be prepared to discuss your analytical abilities. Bring examples of how you've used data to drive decisions or improve service delivery. This will show that you can not only manage but also enhance operational performance.
