Description
Role: Service Manager
Location: Redhill
Initial 3m Contract
Daily Rate: Competitive - PAYE/Umbrella
Role and Responsibilities:
- Management of Incidents/Problems/Defects throughout the life cycle to ensure that issues are resolved within the agreed process.
- Alignment with the local IT service including utilising tools and processes in order to seamlessly connect the project and business as usual activities.
- Managing IT service related interactions with core project activities such as solution implementation, testing and change management.
- Manage IT service communication channels, sharing accurate information with key stakeholders within local and global governance.
- Manage the escalation process for project related incidents problems and defects including the major incident process.
- Support the implementation and enhancement of SLA's in order to build relevant KPI's.
- Provide data and reporting in line with agreed KPI's in order to be able to react to any risks or impact to services.
- Manage the transition from Hyper-care support to business as usual activities in order to minimise disruption.
Key Skills and Experience:
- Knowledge of IT Service Management, specifically Incident & Problem Management
- Experience of utilising Service Desk tool such as Service Now
- Customer relationship management
- Presentation skills
- ITIL certified or extensive experience working in an ITIL environment.
- Experience working in a similar global IT Service Centre environment.
- Focus on implementing Customer Experience improvement initiatives, with demonstrable success.
Additional Requirements:
- Eligible to work in the UK without the need of visa support/sponsorship
- Excellent communication skills - written and verbal