IT Service Manager

IT Service Manager The Role This is an opportunity for you to join our client as a Service Manager, becoming part of an established service management team responsible for the day-to-day operation of their business-as-usual support services. This role includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and smoothly. As a Service Manager, you will be helping maintain their key performance indicators, service levels, and promote excellent customer service. You will produce and analyse customer reports, ensuring data is clear and serve as an escalation point for internal and external stakeholders. You will be analysing service metrics contributing to the problem management process, identifying trends, anomalies, and opportunities for service improvement. Additionally, managing high severity and major incident tickets, ensuring continued alignment with existing processes. This role is subject to a standard DBS check. About You: You will have experience and knowledge of utilising ITIL best practice. You will have strong interpersonal abilities, with confidence to build and maintain effective working relationships with stakeholders at all levels. You are highly organised and able to prioritise your workload, balancing multiple demands whilst maintaining service quality. You will have proven experience in managing SLA''s and KPI''s to ensure consistent, high quality service delivery. ..... full job details .....