ITSM Service Manager

ITSM Service Manager

Permanent ; Monday - Friday
On Site, Sheffield

The Auxilion SOC in Sheffield and provides 24x7 Infrastructure and Service Desk support to our Customers.

The team is the focal point for many of our customer’s infrastructure and deals with Issues that are critical to their Business. The ITSM Quality Team works with the technical teams to monitor SLA performance, manage incident quality and compliance, change process, patching co-ordination and scheduling, problem identification and management, knowledge management and service reporting. The ITSM Service Manager will oversee these functions with the support of a small team and report into the Head of Service. The Quality Team will also act as Major Incident coordinators during office hours.

This role involves the following:
Manage the ITSM Quality team and the outputs of that team and be responsible for reporting to the Customer Experience Management teams.

Help develop strong processes so that in scope areas are managed and measured to meaningful KPI’s and SLA’s.

Technical Competencies:
Whilst not a technical role, a basic high level understanding of the technologies supported by the Service Operations Centre would be an advantage:
Messaging - Exchange, Teams
Microsoft Office 365
Virtualization
Backup, Archiving, storage
Core Infrastructure -Windows/Networks

Business Competencies:
Strong understanding of ITIL processes - advanced ITIL qualification would be desirable but not essential
Experience of Problem, Incident and Change Management, analyzing incident trends, raising problem records, working with technical teams.
Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
Experience of managing a small team and mentoring staff
Understanding SLA and KPI measures and the relationship to customer satisfaction
Excellent communication, teamwork and interpersonal skills.
Understanding of the importance of Knowledge management
Ability to create process for other team members.
Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
Good problem-solving skills

Experience Required:
Prior experience in a Network Operations Center/Service Desk Environment
Experience of main ITIL processes
Experience of Major Incident Management.
Experience with face-to-face customer liaison.
Experience of managing people.
Experience defining KPI's and SLA's