IT Senior Service Manager

Trusted Technology Ltd; United States; Hybrid; USD 100,000 - 160,000; Full time

Benefits offered by this job

Profit Share

Paid Leave

Birthday Leave

Pension Scheme

Medical Insurance

Free Parking

Hybrid Working

Progression Opportunities

Office Snacks

Job summary

Trusted Technology Partnership is seeking a Senior Service Manager to lead a team of Service Managers and Technicians, ensuring high quality IT support services and continuous improvement across operations. You will own the end-to-end customer experience, aligning people, processes, and technology while driving service excellence.

You will oversee RisK mitigation, KPI reporting, service transitions, and ISO best practices.

Qualifications

• Experience in Service Delivery or IT Service Management (three years preferred).
• Proven people management experience with a track record in incidents and major incidents.
• Solid understanding of IT support environments and ITIL best practice.

Responsibilities

• Identify and mitigate risks impacting services, performance or compliance.
• Produce and interpret KPI reports to assess operational performance and improvement opportunities.
• Act as representative for the support department during transitions, change initiatives and delivery projects.
• Champion ISO management systems within the support team and embed best practices.

Skills

ITIL knowledge

People management

Stakeholder management

Incident & major incident mgmt

KPI reporting

Communication skills

Change management

Analytical skills

Job description

Working in a team of three Senior Service Managers, reporting to the Service Delivery Manager, you will form part of a well-established service management team. You will be helping to lead the delivery of high-quality IT support services and drive continuous improvement across our operational environment. You will be responsible, as a team, for the delivery of our support services.

You will take responsibility for the end to end customer experience, ensuring service excellence through effective alignment of people, processes and technology. You will identify improvement opportunities, drive change, and ensure ISO management systems are actively promoted and embedded across the support team.

As a Senior Service Manager, you will manage a team of Service Managers and 2nd Line Technicians to their full potential.

Duties Include:

• Identify and mitigate risks which could impact our services, performance or compliance.
• Produce and interpret departmental KPI reports to assess operational performance, monitor efficiency, identify risks, and recommend improvements to support department objectives.
• Act as a key representative for the support department during service transitions, change initiatives, and project delivery.
• Champion our commitment to ISO management systems within the support team, embedding best practice and continuous improvement.

Experience in Service Delivery or IT Service Management (three years preferred), with proven people management experience, a strong track record managing incidents, problems, and major incidents.

• Solid understanding of IT support environments, ideally with previous hands-on troubleshooting or IT operations experience.
• Experience and knowledge of using ITIL best practice.
• Excellent communication and stakeholder management skills, manage escalations professionally, and present confidently.
• Strong analytical and reporting ability.
• Ability to learn new technologies quickly.
• Organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
• Proactive and improvement focused, committed to continuous learning, professional development, and raising service standards.

The role is subject to a standard clear DBS being received.

The Package:

• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance including dental.
• Free Parking.
• Hybrid Working.
• Progression opportunities.
• Fresh fruit, the occasional pizza and a posh coffee machine!

Trusted Technology Partnership

Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years.

We are an Employee Ownership Trust. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, software development and technical consultancy.

We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments.

Join our friendly company, where a great team and a positive culture await you.

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