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Head of Service Delivery
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Service Manager to join our team at IT Naturally | B Corp | MSP. As a Service Manager, you will be responsible for ensuring that the processes required to deliver our services are managed effectively.
Key Responsibilities:
- Monitor service performance against SLA / SLM activities for the products and services in line with the Statement of Work and company standards
- Create and track the Service improvement plan (SIP) including quality assurance
- Own the problem management process, proactively coordinating resolutions with customers, third parties, and internal teams
- Publication of regular service reports and review with key stakeholders and suppliers
- Respond to escalations and to high-priority incidents which may require escalation and assist with any management support
- Ensure all ITSM policies are adhered to
- Provide project / service transition support around Stakeholder communications for planned & unplanned service interruptions (Outages, maintenance etc)
- Accountable for the resolution of priority 1 and 2 incidents, ensuring that they are resolved in line with the business-defined major incident policy, process, and communication plan
- Conduct root cause analysis on all priority 1 and 2 incidents, seeking, and addressing process failures to identify lessons learned and continuous improvements
- Contribute to a 24x7 On-call rota to manage P1 and P2 incidents
Requirements:
- 5+ years industry experience in IT service management
- Service reporting experience and ability to interpret metrics
- Outsourced / Service integration service management
- Demonstrable experience of creating and owning a Service improvement plan
- Knowledge and application of ITIL service management processes
- An understanding of Service improvement activities
- Service outcome-focused
What We Offer:
- Company Pension with up to 6% matched contributions
- Cycle to Work Scheme
- Casual clothes and some branded clothing
- Employee Discounts
- Free Parking
- Hybrid working: 2 days a week in our office
- Internal career development
- Life insurance
- Private healthcare with Bupa
- Personal training plan
- Your Birthday off
About Us:
IT Naturally is a carbon-neutral IT Infrastructure service provider. We welcome applications from people with backgrounds that are traditionally underrepresented in tech and truly believe diversity is the key to creativity and innovation.
