IT Service Manager

1 month ago


United Kingdom Physiol Full time

BVI is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver (Knives and Blades), Visitec (Cannulas), Malosa (Single-Use Instruments), Vitreq (Vitreoretinal Surgical Products) and PhysIOL (Premium IOLs), and spans more than 90 countries.

We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept – taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at
  • Introduce new and improve existing IT Service Management concepts
  • Co-ordinate and improve the helpdesk IT operations
  • Manage existing supplier contracts and services
  • Facilitate the timely planning and procurement and deployment of End User Computing hardware
Key Responsibilities

Global Service Management

  • Proactively plan and priorities all IT operations support activities on a day-to-day basis
    • Monitor, manage all new tickets and priorities plan all new open tickets
  • Co-ordinate all activities for non-planned systems outages
    • SWAT team formation
    • Communication to the business on status
    • Ensure that all steps of RCA are started and completed with the team
    • Implement remediation activities post RCA and update arrange for updates to SOP/work instructions and training requirements for both IT and Business
    • Knowledge base development
  • Co-ordinate all activities for planned systems outages
    • Communication to the business on status
    • Detailed resource plan for all outages
    • Patching
    • Upgrades
    • Release management
    • Environment management
  • Manage service requests - Demand / Capacity
    • Support
    • Business Project (in conjunction with the PMO)
  • Manage all IT contracts
    • Catalogue of all IT contracts
    • Drive down costs and consolidate where possible
  • Coordinate and streamline audit management activities throughout the year
EUC Management
  • Hardware planning
    • Procurement planning
    • Deployment planning
Qualification
  • Proficient in English (and another European language).
  • Ability to travel freely within the EU/US without requiring visa sponsorship
  • Over 5 years of leadership experience in service management within international organizations.
  • Demonstrated expertise with over 3 years of hands-on experience leading planning, implementation, and coordination for both planned and unplanned outages, ensuring eff ective resolution of system and infrastructure challenges.
  • In-depth knowledge of service management principles, including ITIL.
  • Proven track record in implementing and enhancing service management practices.
  • Excellent communication and customer service skills for seamless collaboration with internal IT teams, external providers, and partners.
  • Dynamic and flexible, adept at navigating change, and capable of thriving in a challenging and dynamic environment.
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