IT Service Management Specialist

3 weeks ago

Altrincham, Trafford, United Kingdom Informed Solutions Full time
About the Role

We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Informed Solutions. As a key member of our operations team, you will be responsible for overseeing the day-to-day management of our digital services, ensuring that they meet the highest standards of quality and reliability.

Key Responsibilities
  • Service Delivery: Oversee the delivery of our digital services, ensuring that they meet the agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
  • Incident Management: Coordinate the response to incidents, problems, and exceptions, escalating to senior management as required.
  • Root Cause Analysis: Conduct root cause analysis on incidents and implement corrective actions to prevent recurrence.
  • Service Improvement: Work with our delivery teams to define, plan, and transition service improvements and technical changes into live service.
  • Service Monitoring: Monitor service health to proactively identify and resolve issues.
  • Reporting: Track and report on SLAs, KPIs, and service metrics to identify trends and areas for improvement.
  • Client Management: Build effective working relationships with our clients, providing them with excellent service and ensuring that their needs are met.
Requirements
  • Experience: Proven experience in supporting business-critical digital services, systems, and/or infrastructure, with responsibility for ensuring that SLAs, KPIs, and contractual obligations are met.
  • Technical Skills: Strong understanding of digital services, systems, and infrastructure, including experience with Agile methodologies and DevOps practices.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to express complex technical concepts in simple terms to stakeholders of varying levels of seniority.
  • Leadership Skills: Strong leadership skills, with the ability to motivate and guide teams to achieve their goals.
  • Education: A 2:1 degree or above in an IT, Computer Science, or Business Information Systems discipline.
What We Offer
  • Competitive Salary: A highly competitive salary package, reflecting your skills and experience.
  • Benefits: A comprehensive benefits package, including industry-leading health and wellbeing support, hybrid working, and a range of other benefits.
  • Career Development: Opportunities for career development and growth, with a focus on helping you achieve your career goals.

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