Service Manager
2 weeks ago
Your new company
Landmarc is the leading industry partner for the Defence Infrastructure Organisation, responsible for managing and maintaining the Defence Training Estate. With a new 10-year contract commencing in 2024, they are at the forefront of delivering exceptional services.
Their Information and Technology Department is vital in supporting this mission by delivering, supporting, and maintaining all user-facing IT services, enabling their team to excel. The IT Service Desk plays a key role in managing all incidents and requests reported, ensuring they are addressed and resolved promptly and within agreed service levels.
You will be at the forefront of a large-scale digital transformation, making this an exciting time to join the business. This role provides a unique opportunity to drive change and improvements, allowing you to take full ownership of service delivery. The company offers a hybrid working pattern and will support you through the security clearance process.
Your new role
In this role, you will act as a vital link between the broader business and the IT Service Desk. Building strong relationships with business stakeholders and IT colleagues is essential to understand and meet IT service requirements through service catalogues and SLAs. You will oversee key IT Service Management processes, such as Incident and Major Incident Management, Request Management, Problem Management, Service Asset & Configuration Management, License Management, Change and Release Management, Service Catalogue Management, Service Level Management, and Knowledge Management.
Your responsibilities will include ensuring IT service quality is measured and continually improved. This involves producing performance reports, conducting service review meetings, and identifying improvement actions. As part of the Continual Service Improvement Process, you will identify trends and lead initiatives to enhance productivity, efficiency, and customer satisfaction. Maintaining the Service Portfolio and Service Catalogue with accurate and up-to-date information is also a key responsibility.
Additionally, you will coordinate Major Incident Reviews, manage the Change and Release Management process, and ensure the IT Service Management Platform (Halo) meets business requirements. Conducting Customer Satisfaction Surveys and addressing feedback, managing software licensing compliance, and overseeing relevant supplier contracts and performance are also part of your role. Supporting your IT colleagues in their responsibilities is crucial.
What you'll need to succeed
Strong communication and collaboration skills are essential for this role, as you will need to effectively engage with key team members and partners. If you excel at thinking outside the box and enjoy innovative problem-solving, this position could be an ideal fit for you.
To excel, you should also have strong experience in IT services, providing you with a firm understanding of how to support the day-to-day operations of a business. A detailed understanding of Service Management disciplines, processes, best practices, and toolsets is essential. Proficiency in Microsoft Office is required, along with experience in Service Management tools such as ServiceNow or Halo.
You should have significant experience in at least three IT Service Management lifecycle stages, demonstrating your knowledge and expertise. Additionally, you should have experience in implementing, managing, and improving IT Service Management processes. An ITIL qualification to at least Foundation level would be ideal.
Prerequisites for Employment
Eligibility to undertake BPSS & SC clearance (current SC clearance is desirable).
UK Drivers license
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