IT Service Manager - Lead Customer IT Delivery (Hybrid)

AWD online; Nottingham; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid working options

Civil Service Pension 28.97% employer

28.5 days annual leave

Job summary

AWD online is seeking an IT Service Manager to influence service quality, customer experience and business outcomes within a major digital transformation. You will lead a cross-functional Business Partner team, translating business needs into service improvements, priorities and investment opportunities, across IT Service Management.

You will drive demand management, continual improvement and effective collaboration with service, delivery, product and supplier teams, using performance data and

Qualifications

• ITIL Foundation certification or willingness to achieve within 12 months of appointment.
• Proven knowledge and experience of IT Service Management processes within a medium or large organisation.
• Experience delivering outstanding customer service and driving service improvements.
• Strong team leadership, management and consultation skills.
• Ability to translate business needs into service improvements, priorities or investment opportunities.

Responsibilities

• Lead, coach and develop Business Partners in a cross-functional team.
• Build trusted relationships with senior stakeholders and business leaders.
• Facilitate demand discussions and support prioritisation, investment and service improvements.
• Oversee service performance, customer experience and business outcomes using data and insight.
• Investigate and resolve service issues with clear communication and preventative measures.
• Champion governance, change impact assessment and continual improvement.
• Collaborate with service, delivery, product and supplier teams to align priorities.

Skills

ITIL Foundation certification

Stakeholder management

Team leadership

Customer service focus

Data-driven decision making

Job description

AWD online is seeking an IT Service Manager to influence service quality, customer experience and business outcomes within a major digital transformation. You will lead a cross-functional Business Partner team, translating business needs into service improvements, priorities and investment opportunities, across IT Service Management.

You will drive demand management, continual improvement and effective collaboration with service, delivery, product and supplier teams, using performance data and