Service Manager

2 weeks ago

London, United Kingdom Allen Lane Full time

Allen Lane are delighted to be supporting one of London’s most iconic museums in the appointment of a Service Manager.

This role is responsible for ensuring that the IT Service delivery to end users, teams’ and departments supports their efforts to deliver to their plans in support of Museum activities.

As the Service Manager, you will be collaborating, communicating and organising the daily delivery of the IT service by liaising with staff, champions, stakeholders and IT service suppliers to coordinate and advise on incident resolution, problem managementand life cycle management.

You will be the communication channel between the outsourced service desk and internal staff liaising closely with the Deputy Head of IT to ensure a quality service is delivered to the end consumers.

**As the Service Manager you will be responsible for**:

- Build and maintain effective partnering relationships with internal teams and champions with the aim to inform and enable staff to fulfil their roles, developing a knowledge of different business areas and their needs.
- Manage the provision of 1st and 2nd line IT support for users, Teams and Departments.
- Contribute to department plans informed by internal requests, IT champion feedback or incidents to inform the future departmental direction. Employ a continuous improvement mindset by monitoring the quality of the IT service, evaluating service reportsto identify root causes for improvement and efficiency.
- Act as a member of the IT incident response management team input into the process of managing and recovering from any data, cyber of information security incident.
- Communicate, coordinate and record change management activities of IT service ensuring staff are informed of changes and that the commercial impact is minimised

**Other responsibilities**:

- Act as the primary point of escalation for service issues to ensure they are resolved with agreed OLAs
- Liaise within the Team on IT Project procurement, implementation and delivery.
- Able to anticipate the needs of those you work with, juggling conflicting priorities
- Keep abreast of new developments and trends in the industry, reviewing publications, attending conferences and benchmarking practices.
- Perform finance related activities, raising purchase orders, approving invoices and updating fixed asset registers as appropriate.
- Ensuring the lifecycle management of equipment is monitored.
- Able to work flexible hours (including evenings and weekends).
- Undertake any other relevant activities that are part of the IT function and general scope of this position as directed by the Deputy Head of IT.

Person Specification

**Essential criteria**:

- Qualified by experience in a service management role
- Demonstrable problem solving and analytical ability.
- Familiarity with business functions e.g. HR, Finance and Procurement.
- Good communication and negotiation skills.
- Good working knowledge of compliance and regulatory frameworks relating to IT and data.
- Understanding of compliance standards in the Cyber Essentials, Data and Information Security and, PCI requirements.
- Innovative and creative in providing solutions.
- Strong organisational ability.

**Desirable criteria**:

- Experience of running an IT helpdesk, hybrid or remote service using a recognised framework e.g. ITIL v4.
- Experience of the management and implementation of projects, particularly within the IT environment.
- Accreditation or qualification in a computing discipline
- Knowledge of IT systems, infrastructure and services and how they interact

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