ISS Service Manager

ISS SERVICE MANAGER 

£42,769 - £47,521 PLUS EXCELLENT BENEFITS

UK SHARED BUSINESS SERVICES

UK Shared Business Services (UK SBS) draws together HR, Payroll, Finance, Procurement, IT and Grants administration services in one central location in Swindon. Our purpose is to help our clients focus more of their resources on doing what they do best. Customers include the UK's seven Research Councils who collectively set up the SSC, working together as Research Councils UK (RCUK), and the Department of Business Innovation and Skills (BIS).

The Service Manager will work alongside existing service manager roles within ISS to; 

- Expand the ITIL process of service level management and be part of the continued development, definition, and implementation of IT Service Management strategic initiatives
- Lead other ITIL process managers in the areas of Service Strategy, Service Design, Service Transition, Service Operations, and Continuous Service Improvement.
- Negotiate and agree Service Level Agreements and Operational Level Agreements for ISS, as well as development of the Service Catalogue
- Become the internal Client advocate and build strong customer relationships
- Monitor performance and become a point of escalation for resolving issues that may arise
- Monitor service delivery and customer satisfaction to maintain high standards
- Act in a Service Integration and Management role by pro-actively and intelligently working to provide seamless services to the Client and helping them to understand services that best meets their needs
- Maintain close relationships with the ISS support teams and feedback intelligence from customer and other stakeholder engagement to support development of ISS strategies, plans and their delivery; identification of resource requirements; continuous improvement; changes to policy and processes and communication.
- Build and maintain a map of customers' policies and programmes, identifying where they may lead to ISS activity and feedback to ISS teams
- Engage regularly with UK SBS Customer Services to enable the customer service desk to resolve or assign ISS queries efficiently and effectively  

TO JOIN US, YOU\'LL NEED:  

The service' part of Service Management entails a strong degree of customer-focus, so the IT Service Manager must be able and willing to understand the needs of the customer (internal or external), and to give these needs appropriate consideration when identifying and planning services, monitoring service implementation and making decisions on any issues that may arise. 

Like project and programme managers, the IT Service Manager must be able to analyse and evaluate situations in order to provide satisfactory, comprehensive and realistic solutions. Bracketed with this are information acquisition' skills: the ability to identify the knowledge necessary to situation-analysis, and to Remedy any shortfall through effective communication and directed research. 

The IT' part of IT Service Management demands familiarity with at least some relevant aspects of the services that an IT department or organisation can provide. Whilst IT Service Managers might not directly design, build or even maintain the IT services for which they are responsible, they must have a thorough understanding of the processes necessary and the potential pitfalls and opportunities in order to effectively plan, estimate and manage the creation and delivery of IT solutions. 

You will also need to be; 

- Educated at least to a degree standard
- ITIL v3 Expert
- Confidence to handle internal and external customers firmly, fairly and with diplomacy
- Customer service orientation
- Drive to achieve results.  
- Skill in eliciting requirements and translating them into technical specifications.
- Strong relationship management experience with the ability to work within a complex environment and organization.
- Ability to lead a team of process analysts, group facilitation, and training sessions.
- Excellent analytical skills to define and measure Continuous Service Improvement.
- Strong understanding and use of KPIs and metrics to manage performance.
- Ability to apply knowledge of existing ITSM processes.  

UK SBS Ltd offers a competitive salary, a choice of a defined benefit or stakeholder pension scheme, 27 days holiday rising to 30 days after 3 years plus an extra 2.5 privilege days. 

PLEASE NOTE; WHEN YOU CLICK APPLY YOU WILL BE DIRECTED THROUGH TO OUR TOPCAREER.JOBS WEBSITE WHERE YOU WILL NEED TO COMPLETE THE APPLICATION PROCESS FOR YOUR DETAILS TO BE CONSIDERED FOR THE ROLE.

CLOSING DATE: 7TH JULY 2013

UK SBS Ltd is an Equal Opportunities Employer

Final appointments will be subject to a pre employment screening