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Service Support Manager

Job Title: Service Support Manager
Location: Peterborough, United Kingdom
Industry:
REF: 2103
Contact Name: Andra Serban
Job Published: 8 days ago

Job Description

Fixed term contract up to 12 months

Salary up to £45,000

Reporting to the Head of IT Operations and Service, the Operations Service Support Manager has primary accountability for the delivery of the Service Centre, Problem Management, Change Management, Service Architecture and Monitoring/Reporting Services.

This includes developing, maintaining, supporting, and optimising key functional areas for Service Support, Problem and Change Management.

This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolution of issues.

Responsibilities

Strategy & Planning

  • Working with the Service Support Team and Service Architecture to :-
    • Develop Service Level Agreements (SLAs) to establish service expectations and time frames.
    • Develop policies and procedures that deliver infrastructure service effectively.
    • Analyse performance of service activities, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
    • Work with stakeholders to define business and systems requirements for new technology implementations.
    • Oversee all reports and documentation related to Operational Teams

 

  • Working with the Problem and Change Managers to:-
    • Develop Service Level Agreements (SLAs) to establish service expectations and timeframes.
    • Develop policies and procedures that deliver Problem and Change Management service effectively across a global scale.
    • Analyse performance of service activities, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
    • Work with stakeholders to define business and systems requirements for new technology implementations.
    • Oversee all reports and documentation related Problem and Change Management

 

Acquisition & Deployment

  • Conduct research on emerging products, services, and standards in support of service management.
  • Work with vendors to maximise the investment made in tools and systems, oversee installation and resolve adaptation issues.

Operational Management

  • Manage and set priorities for Service Support, Problem and Change Management.
  • Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
  • Practice IT configuration management, including maintenance of component inventory and related documentation.
  • Establish and maintain regular written and in-person communications with the Management Team regarding pertinent IT activities.
  • Conduct feasibility studies for various service improvements, and act as a catalyst and driver for related technology improvements.
  • Test service performance and provide performance statistics and reports; develop strategies for maintaining performance and quality

Position Requirements

Formal Education & Certification

  • University degree in the field of computer science or information systems and 5 years related work experience.
  • Certifications in ITIL to expert and/or practitioner level are a requirement.

Knowledge & Experience

  • Strong knowledge of Service Management Toolsets, including Service Support, Problem and change Management functions.
  • Proven experience in IT infrastructure planning and development.
  • Excellent understanding of the organisation’s goals and objectives.
  • In-depth knowledge of applicable data privacy practices and laws.
  • Strong understanding of human resource management principles, practices, and procedures.
  • Strong understanding of project management principles.