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IT Service Operations Manager

2 months ago

Sheffield, Sheffield, United Kingdom ECR Global Full time

Job Summary:

ECR Global is seeking a seasoned Service Manager to join our team. As a key member of our IT service delivery team, you will be responsible for ensuring the smooth operation of our IT services.

Key Responsibilities:

  • Manage the day-to-day delivery of IT services, including the coordination of incident resolution and service improvement initiatives.
  • Perform out-of-hours duty manager duties on a rotational basis, ensuring seamless service delivery.
  • Analyze performance data and service monitoring capabilities to identify trends, underlying issues, and areas for improvement, leading the implementation of service improvement plans.
  • Collaborate with the Senior Service Manager to develop and maintain Service Level Agreements (SLAs) between the business and service delivery teams.
  • Support the Senior Service Manager in identifying, understanding, and mitigating service risks.

Requirements:

  • Strong analytical and communication skills, with experience in service management, service transition, and SLAs.
  • Ability to work closely with technical staff from suppliers on a daily basis.
  • ITIL certification and experience working in an ITIL-compliant environment.
  • Proven track record of managing suppliers to achieve successful outcomes.
  • Experience working with a well-known brand in high-level service management.