Service Manager
We are looking for an experienced Service Manager to oversee the delivery, quality, and efficiency of IT and business services within the organisation. The ideal candidate will manage service operations, establish and uphold service level agreements (SLAs), and lead teams to ensure consistent, high-quality service delivery that aligns with organisational goals.
Employment Type: Full-time/Contract
Roles & Responsibilities:
1. Service Delivery Management
- Ensure seamless delivery of IT/business services in alignment with SLAs and organisational objectives.
- Develop and implement service delivery frameworks, policies, and procedures.
- Oversee incident, problem, and change management processes to minimise service disruptions
2. Stakeholder Engagement
- Act as the primary point of contact for clients and internal stakeholders regarding service performance and escalations.
- Collaborate with cross-functional teams to understand and address service requirements and feedback.
3. Performance Monitoring & Reporting
- Monitor and analyse service performance metrics to identify trends, root causes, and areas for improvement.
- Create detailed reports on service KPIs and SLAs for management and stakeholders.
4. Team Leadership
- Manage, mentor, and develop service delivery teams, including service desk staff, technicians, and other support roles.
- Foster a culture of continuous improvement and customer focus within the team.
5. Process Improvement
- Identify opportunities to optimise service delivery processes and workflows.
- Lead initiatives to automate repetitive tasks, reduce costs, and enhance user experience.
6. Compliance and Risk Management
- Ensure services are delivered in compliance with relevant regulations, standards, and security policies.
- Mitigate risks by implementing robust service continuity and disaster recovery plans.
Required Skills and Qualifications:
- Experience:
- 7+ years of experience in IT or service management roles, with at least 3 years in a leadership capacity.
- Hands-on experience with ITIL frameworks and service management tools (e.g., ServiceNow, Jira Service Management).
- Technical Proficiency:
- Solid understanding of IT infrastructure, application support, and service desk operations.
- Familiarity with incident, problem, and change management processes.
- Soft Skills:
- Exceptional communication and interpersonal skills to interact effectively with clients and teams.
- Strong problem-solving and decision-making abilities.
- Leadership skills with the ability to motivate and manage teams.
Preferred Qualifications:
- ITIL certification (e.g., ITIL Foundation, Practitioner, or Intermediate).
- Experience with Agile or DevOps methodologies.
- Project management certification (e.g., PMP, PRINCE2) is a plus.
