Technical Services Manager

Job Description

Due to business growth, we are looking for an exceptional Technical Services Manager to join and manage an expanding team based in the City of London. This is a unique opportunity to be working for a leading International consultancy practice, specialising in, Enterprise Asset Management Software Solutions and Financial Accounting Systems.Working closely with the CTO, you will be responsible for leading and managing both internal application support and delivery consultants across UK & International locations.As a Technical Services Manager your responsibilities will include:- Responsible for providing functional IT delivery for clients in the Oil & Gas industry.- Line management of an IT Support Team including coaching, mentoring, developing and arranging the training of team members, including identifying and eliminating skills gaps and single points of failure.- Leading the IT Team, including managing workloads and priorities, and allocating resources, monitoring team and individual performance against KPIs and taking corrective action as necessary.- Assisting the CTO to develop and implement processes and procedures that comply with and / or follow best practice (as applicable) in accordance with ITIL, ISO27001, and GDPR.- Assisting the CTO to develop and implement the IT Continuous Improvement Programme to drive the quality of service delivered to the company and its clients.- Ensuring that projects and other major changes are successfully transitioned in to live operation with all necessary processes, documentation and knowledge transfer in place.- Ensuring that core and out-of-hours first line support services are available as defined in the relevant SLAs.- Meeting or exceeding the SLAs for which the IT Support Team are responsible, including the measurement and monitoring of relevant KPIs.- Using technical knowledge to provide 2nd / 3rd line application support where necessary:The ideal Technical Services Manager will have the following skills and experience:- Must have a proven IT Management background.- Ideally have experience of working with a range of technologies (including Microsoft) within business / operating areas within a professional services environment.- A broad understanding of other areas of IT including Technical Support, Infrastructure & Applications, Programme & Project Management, etc.- Proven IT and Business User experience, with sensitivity and commitment to business problem solving plus demonstrable experience of:- Managing and operating 1st, 2nd & 3rd line service desks and consultancy teams- Delegating tasks to colleagues and supervising them- Running focussed and results-oriented meetings (including huddles)- Using technical knowledge to resolve issues- Understanding service management principles, ideally ITIL qualified- Continuously improving self and staff- Strong knowledge and understanding of business high level of customer trust and confidence.- Demonstrated experience and ability in successfully utilising "soft skills" or "people skills".- Evidence demonstrating ability to work efficiently and effectively under pressure including expertise in prioritising competing workloads.- Plan and manage delivery of key projects, ensuring realistic plans are created.- Document procedures and processes.- Hands on approach with project work, including planning, testing and conducting User Acceptance Testing.- Engagement with key stakeholders.- Experience in any Maximo / Infor Partner products would be an advantage.- Keeping senior management informed of risks and issues with a client or project.- Have a formal ITIL and / or Project Management qualification or membership of the Association of Project Management (APM).Normal working hours are between 9am and 5:30pm although flexibility is required and expected. This is an office-based role giving you the chance to utilise your skills and gain new experiences whilst working on various projects. However occasional travel maybe required, normally within the M25 and Southern England, this role suits a professional, flexible and client focused individual.In return, the Technical Services Manager will receive a salary between £60,000 pa - £80,000 pa DOE, 25 days annual leave, plus associated benefits. Due to COVID-19 all staff are expected to work from home under lockdown rules – When normal working practices resume and/or no lockdowns exist there would be an easing back into the office environment although a work from home policy is currently in place and constantly being reviewed and being piloted. *Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship),Candidate Source Ltd is an advertising agency. 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