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For Companies At a Glance
- Tasks: Lead a team to ensure top-notch IT support and service delivery.
- Company: Dynamic tech company in Ringwood with a hybrid work culture.
- Benefits: Competitive salary, profit share, 22 days leave, and professional growth.
- Why this job: Make a real impact by improving IT services and leading a passionate team.
- Qualifications: Experience in ITIL practices and strong communication skills required.
- Other info: Exciting opportunity for career advancement in a supportive environment.
The predicted salary is between 30000 - 33000 £ per year.
Position: Service Manager
Location: Ringwood, Hampshire + Hybrid home working
Salary: £30 £33k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
As a Service Manager, you will be part of an established service management team responsible for the day to day operation of our business as usual support services. This includes allocating tasks, maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. In addition, you will analyse operational data and metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement. You will also hold line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and organisational objectives are achieved.
Duties Include:
- Maintain oversight of incident, requests and problem lifecycles, including service level management.
- Interpret data, identifying meaningful trends, uncover problems and highlight opportunities for improvement.
- Line management responsibilities for support desk colleagues.
- Management of major incidents tickets, ensuring tickets are aligned to the existing processes and lifecycle.
- Responsible for the management of customer escalations.
- Ownership of priority 1 and 2 tickets, following defined processes and ensuring priority tickets are managed through to resolution.
Skills and Experience
- Experience and knowledge of utilising ITIL v3/v4 best practice.
- Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
- Ability to prioritise workload, balancing multiple demands while maintaining service quality.
- Willingness to learn and succeed.
- Experience managing SLAs and KPIs to ensure consistent, high quality service delivery.
The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a full UK driving license.
The Package:
Company Profit Share (first £3,600 is tax free). 22 days annual leave plus
IT Service Manager in London employer: Trusted Technology Partnership
Contact Detail:
Trusted Technology Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management field. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to service management. Think about how you can showcase your experience with SLAs and KPIs. We recommend doing mock interviews with friends or using online platforms to get comfortable.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples where you've identified trends or improved service delivery. This will demonstrate your analytical abilities and your fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace IT Service Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Manager role. Highlight your experience with ITIL practices and any relevant management skills. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role and how you can contribute to our team. Keep it engaging and personal – we love a bit of personality!
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t shy away from demonstrating your ability to engage with stakeholders at all levels.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Trusted Technology Partnership
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v3/v4 knowledge before the interview. Be ready to discuss how you've applied these best practices in previous roles, especially in managing SLAs and KPIs. This will show that you understand the framework and can implement it effectively.
✨Showcase Your Communication Skills
Since the role involves engaging with stakeholders at all levels, practice articulating your thoughts clearly. Prepare examples of how you've successfully communicated complex information or resolved conflicts in the past. This will demonstrate your ability to connect with others and manage escalations.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, like managing a major incident or prioritising multiple tasks. Think through your past experiences and be ready to share how you approached similar challenges, focusing on your problem-solving skills and decision-making process.
✨Demonstrate Your Leadership Style
As you'll have line management responsibilities, be prepared to discuss your approach to leading a team. Share examples of how you've supported and developed team members in the past, and highlight your strategies for maintaining high service quality while balancing workloads.
