Service Manager

The Role: Service Manager Contract Length: 6 Months Hybrid: 2 days on-site in Taunton The Role:

• Define, monitor, and enforce SLAs for IT support Services.
• Ensure that service targets are met or exceeded.
• Ensure SLAs are aligned with business objectives and customer expectations.
• Identify areas for improvement and implement necessary changes.
• Evaluate vendor performance and make suggestions for contract improvements.
• Update ALM tools with changes to existing Services and configuration items.
• Working with Supplier Manager in managing under-pinning contracts in support of the service.
• Defining & holding Service Review Meetings.
• Act as an escalation point for customer complaints and managing those complaints through to a successful conclusion.
• Act on feedback from customers to identify and address short-term issues but also to feed in improvement opportunities to the continual improvement cycle.
• Working with the Service Operations Manager to help with MI Management.
• Acceptance of new services into BAU support.

• The post holder will typically have recent varied professional experience in an IT Service Management role, gained over 7 years or more. This would include knowledge and experience of working with Incident Management, Configuration Management, Problem management, Change Management and Service Transition and Continuous Service Improvement.
• The post holder will have expert knowledge in Service Management across large and complex technology estates working with Enterprise level services. Understanding the complexity of the technology estate and the dependencies of individual services on others.
• Proven relevant work experience in a Service Management role, negotiating SLAs with customers, monitoring SLAs and conducting Service reviews with Service owners and putting in place corrective actions if SLAs not met.
• Post holder must have a proven track record of working with Industry Standard service management tools, updating service methods to improve overall efficiency.