Service Management Lead

1 week ago


Harlow, Essex, United Kingdom JP Engineering Full time
About the Opportunity

We are seeking a talented Service Management Lead - ITIL to join our Service Management team at JP Engineering. The ideal candidate will have extensive experience in service delivery, team leadership, and technical expertise.

As a Service Management Lead, you will be responsible for ensuring seamless service delivery to both internal and external customers and partners. You will partner with the rest of the IT team to align and embed the right practices, processes, tools, roles, and responsibilities.

Key Responsibilities:

  • Lead the team in providing Incident and Response service for Platforms and Applications.
  • Develop and maintain relationships with key third-party providers to ensure they deliver high-quality services that meet our requirements.
  • Evaluate the performance of team members and provide regular feedback.
  • Develop and manage team members' appraisal and training plans.
  • Improve support services through process improvement, self-service, or automation.
  • Maintain a well-organized Knowledge Base and encourage team members to consult it to resolve incidents and service requests.
  • Participate in the Duty Manager rota and act as an escalation point out of hours for major incidents.
  • Track and review Service metrics to provide meaningful reports to management.

Requirements:

  • Proficiency in MS Office (Excel, Word).
  • Previous experience in team leading or line management.
  • Previous experience in customer-facing or customer service roles.

Compensation and Benefits:

We offer a competitive salary of £42,500 - £45,000 per annum, plus a range of benefits, including company events, company pension, cycle-to-work scheme, discounted food, free parking, and on-site parking.



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