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IT Service Manager

Salary:                  £40,000 - £45,000 plus outstanding benefits including 30 days holiday, quarterly bonus, generous pension, regular salary reviews, plus lots more.

Location:             Redhill, RH1

Key Skills:   Service Management. SLA. Service Delivery. Insurance. Financial Services. ITIL. Major Incident Management. Regulatory. Change Manager. Change Advisory Board. ITIL Practitioner. Legacy Systems.

Our client, an exceptional financial services organisation who operate globally, are looking for an experienced IT Service Manager to join their team on a permanent basis, The client can offer an outstanding benefits package and opportunity, with a proven career path.

The IT Service Manager - Key Responsibilities:

The job holder will be expected to bring considerable industry knowledge to the role, with the ability to identify and implement continuous service improvements. This will particularly apply in the area of Service Management disciplines, with the aim of bringing improvements to processes, controls and metrics to contribute to the ongoing development of an efficient and professional IT service delivery function.

Responsible for ensuring that the day to day Incident and Change Management processes are provisioned in accordance with supplier SLA’s and ensuring supplier’s adherence to industry best practices.

Manage supplier relationships and introduce robust Release Management processes, act as an ambassador for Problem Management and work to obtain Root Analysis data enabling future process improvements, work to provide enhanced MI data to enable trending of Incident and Request reporting.

The IT Service Manager Primary Responsibilities:

• Develop and maintain a detailed knowledge of relevant IT Frameworks and where necessary   create or amend local IT policies and procedures to reflect continuous service improvements, so as to ensure the delivery of a high standard of IT services. Where necessary manage suppliers of technology services to ensure services are delivered in accordance with agreed SLAs.
• Own the Change Management process for and represent the companies’ position  within the group Change Management process. Communicate forthcoming Changes to impacted stakeholders and to represent any concerns to the Change Board and mitigate any foreseen risks.
• Work closely with internal suppliers to create a robust and repeatable Release Management process, ensuring the production of Implementation plans and that key stakeholders are appropriately informed and that any risks are communicated and any mitigants put in place.
• Work with key internal stakeholders to align any required resources in the execution and testing of any Release and upon completion of a Release ensure that any lessons learned are documented and communicated to relevant stakeholders including internal suppliers.
• Major Incident manager for all supplier related Incidents. Ensure that incidents are resolved in a timely manner and in accordance with or exceeding the defined supplier SLA’s. To ensure that all follow up actions are completed in a timely manner.
• MI reporting for Board and IT Managers, to include trended and aggregated data for the purpose of making informed decisions in support of future initiatives.
• Work closely with internal suppliers to ensure adherence to best practices for Incident, Change and Problem Management, seeking opportunities for continuous service improvements and ongoing service enhancements.
• Proactively identify and deliver IT continuous-improvement initiatives within corporate policy and guidelines to ensure adoption of relevant best practices for optimising IT costs, improving system performance, and delivery of new technology.
• Pro-actively identify, assess, manage and report IT related risks.  Plan and execute mitigation and contingency actions to help reduced unplanned impacts to systems.
• Participate and contribute to the identification and selection of solutions and suppliers for new technology requirements, ensuring that appropriate service introduction standards and processes are followed.
• Build and maintain effective relationships with internal stakeholders and external suppliers, acting as a strong advocate for the IT team.

The IT Service Manager - Key Requirements:

Experience:

• At least two years’ experience of Major Incident Management in a Financial Services or similarly regulated environment.
• At least two years’ experience working as a Change Manager ideally having been responsible for Charing a Change Advisory Board in a Financial Services or similarly regulated environment.
• Working in a complex IT environment comprising both internal and external IT providers
• Practical experience of implementing and managing IT Service delivery using good practice processes, such as ITIL, adapted to meet the needs of the organisation.

Knowledge/Skills:

• ITIL Practitioner qualified preferred
• Demonstrable IT Service Management experience with a good technical appreciation of the Microsoft technology stack, wide and local area networking, application development, maintenance and support and database/MI solutions
• Proven track record in building and maintaining effective supplier relationships in complex multi-vendor outsourced / third party supplier delivery models
• Knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management
• Demonstrable experience of improving operational efficiency, service delivery and information management across all lines of business and technology platforms
• Preferably experience in an environment that has transitioned from legacy systems to more modern IT services delivered via a mix of suppliers and in a multi-mode environment providing stable core systems whilst supporting innovation and digital transformation

Key Skills:   Service Management. SLA. Service Delivery. Insurance. Financial Services. ITIL. Major Incident Management. Regulatory. Change Manager. Change Advisory Board. ITIL Practitioner. Legacy Systems.