Welcome to Shared Services Connected Ltd

IT Service Manager

The IT Service Manager is accountable for day to day running, managing, delivering and continually improving the IT service including cost management to an internal and external customer base. The role works alongside the IT Technical Delivery Manager which is accountable for the technical running and management of the IT Service.
The role is responsible for designing, building, costing and enhancing the services provided.  The post holder will lead a proactive service management approach in support of right first-time excellent customer service to agreed levels with business leaders and contractual terms.

This role is also accountable for the service delivery of all IT services whether they are supported and provisioned from internal or external suppliers.  This role works with their clients and SSCL Business Delivery Teams to collate business needs.  This will include working with architects, internal IT expertise and external providers to agree and monitor the implementation of Technologies to deliver the IT services.

Key Responsibilities

  • Contributes to the development of an annual strategy to develop and enhance the IT services provisioned aligning with business and technical strategy
  • Responsible for Supplier Management leading the Supplier Lead to manage the performance, cost and service of all suppliers
  • Working with IT Technical Delivery Manager and supporting the Supplier Lead to manage the technical delivery from all suppliers
  • Accountable for and working with the IT Technical Delivery Manager to ensure Major Incidents are successfully managed to resolution including MIR and Root Cause
  • Accountable for leading the development and production of key service metrics and analysis of underlying trends. Provides regular reporting on all aspect of Service Delivery performance utilising Management Information and publish for internal review and to customers
  • Responsible to review business requests for service enhancements and undertake demand, cost and service impact evaluation, standards reviews and prioritisation

Essential Skills

  • Extensive experience in management of IT services delivered through a mix of internal and third parties in an organisation experiencing significant change
  • Exceptional communication skills with ability to translate technical information to non-technical business users and vice versa
  • Experience in direct business engagement based across multiple technology areas
  • Experience in senior relationship management and stakeholder management
  • Clear, confident and persuasive communicator

Desirable Skills

  • Promoting and Influencing experience
  • Extensive experience managing an IT Service Desk or IT Support environment in an organisation using a mix of internal and third-party suppliers to deliver
  • Degree in computer science, business administration or accounting

Posted: 08/11/2019

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Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
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Three Cherry Trees Lane,
Hemel Hempstead,

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,