Senior IT Service Manager – Desk, ITIL & Automation

VINCI; Coventry; Híbrido; GBP 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid Working

Pension

Medical Insurance

Resumo da oferta

VINCI UK is seeking an IT Service Manager to drive end-to-end service performance across a portfolio of IT services. You will lead the Service Desk function, govern incident management, change enablement and service level management, and drive continual improvement with automation and AI to enhance customer experience.

You will partner with business leaders and key stakeholders, deliver dashboards and reports, and ensure security, continuity and resilience across services.

Qualificações

• Substantial experience managing a portfolio of business-critical IT services in a complex environment.
• Experience owning ITSM platforms and evolving technology through automation/AI to improve service delivery.
• Experience managing and developing a Service Desk function with clear leadership and performance management.
• ITIL certification is essential and desirable.
• Ability to translate operational and financial data into actionable decisions.

Responsabilidades

• Own the Service Desk platform and front door for all incidents and service requests with defined processes and SLAs.
• Lead and develop the Service Desk team, setting objectives and coaching performance.
• Ensure end-to-end service performance through KPIs, risk management and customer satisfaction measures.
• Analyse service data to produce dashboards and reports on incidents, queues, and SLA performance.
• Champion automation and AI to improve efficiency and customer experience across service management.
• Provide leadership during major incidents and critical service escalations with effective communications and recovery.
• Oversee problem management, post-incident reviews and root cause analysis to prevent recurrence.
• Own change governance and ensure service stability and readiness for new or changed services.
• Set acceptance standards for new/changed services, including security, monitoring and funding before go-live.
• Maintain a continual improvement portfolio to deliver measurable gains in service quality and value.
• Manage supplier performance and commercial outcomes, including contract and renewal considerations.
• Oversee service budgets, forecasts and cost optimization to improve value.

Conhecimentos

ITIL

Service Management

Governance

Automation & AI

Service Desk Leadership

Descrição da oferta de emprego

VINCI UK is seeking an IT Service Manager to drive end-to-end service performance across a portfolio of IT services. You will lead the Service Desk function, govern incident management, change enablement and service level management, and drive continual improvement with automation and AI to enhance customer experience.

You will partner with business leaders and key stakeholders, deliver dashboards and reports, and ensure security, continuity and resilience across services.