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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

A strong opportunity for an experienced IT service management professional and people leader to shape customer-focused IT services, build trusted stakeholder relationships and lead continuous service improvement across a complex organisation.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Service Delivery Manager, Service Delivery Manager, IT Business Relationship Manager, IT Business Partner, Service Management Lead, ITSM Lead, IT Operations Manager, Technology Service Manager

This role is officially known in the organisation as an IT Customer Service Manager

Successful candidates can expect a Civil Service Pension with an employer contribution of 28.97%.

SALARY: £47,084 per annum + Generous Benefits (see below)

LOCATION: (Hybrid) Nottingham, East Midlands

JOB TYPE: Full-Time / Part-Time, Permanent

WORKING HOURS: Flexible working, Full-time, Job share, Part-time. Minimum 30 hours per week. At least 60% of working time in the office

JOB OVERVIEW

This is an excellent opportunity for an IT Service Manager to influence service quality, customer experience and business outcomes within a major digital transformation environment.

Leading a cross-functional Business Partner team, the IT Service Manager will connect senior stakeholders with IT Service Management, translating business needs into service improvements, priorities and investment opportunities.

Using performance data, customer insight and feedback, the IT Service Manager will drive demand management, continual improvement and effective collaboration across service, delivery, product and supplier teams.

DUTIES

Your duties as the IT Service Manager include:

• Team Leadership and Development: Lead, coach and develop Business Partners, creating an inclusive, collaborative environment focused on service outcomes and professional development
• Stakeholder Engagement: Build trusted relationships with senior stakeholders and business leaders, representing priorities, customer needs and concerns within IT Service Management
• Demand and Investment Planning: Facilitate demand discussions, identify risks and opportunities, and support prioritisation, investment and service improvement decisions
• Service Performance: Oversee service performance, customer experience and business outcomes, using data and insight to identify improvement opportunities
• Issue and Risk Resolution: Lead investigation and resolution of service and business issues, ensuring clear communication and sustainable preventative measures
• Governance and Continual Improvement: Champion service management processes, governance, compliance, change impact assessment and continual improvement
• Cross-Functional Collaboration: Work with service, delivery, product and supplier teams to align services, investments and improvements with business priorities

CANDIDATE REQUIREMENTS

• ITIL Foundation certification, or willingness to achieve it within 12 months of appointment
• Proven knowledge and experience of IT Service Management processes within a medium or large organisation
• Experience of delivering outstanding customer service and driving service improvements
• Highly developed team leadership, management and consultation skills
• Strong experience building and managing relationships with senior stakeholders and business leaders
• Good understanding of IT services, service delivery and how technology enables business outcomes
• Track record of translating business needs into service improvements, priorities or investment opportunities
• Experience using performance data, customer insight and business feedback to drive improvements, supported by clear reporting and communication skills
• Ability to embrace change and adapt ways of working to deliver value early
• Willingness to travel to other business units and supplier sites and undergo a basic (or equivalent) criminal record check

BENEFITS

• Flexible working hours enabling you to vary your start, finish and break times to suit operational requirements and individual need
• Hybrid working options
• A Civil Service Pension with an employer contribution of 28.97%
• 28.5 days paid holiday per year, pro-rata for part-time staff
• All UK public bank holidays, normally 8 days per year
• Enhanced maternity, paternity and adoption leave
• Support with accreditation to professional bodies
• Discounts at a wide range of high-street and online retailers
• Up to three paid volunteering days a year
• Learning and development opportunities

JOB REF: AWDO-P15138