IT Service Manager

Job Description

Contract: Permanent, Full timeHours: 40 hours per week Monday-FridayLocation: Hybrid (remote with 1 day per week at either Oxford or Nuneaton)Salary: £50,000 plus car / car allowance, 33 days holiday, pension, bonus, life assurance, employee assistance programme, wellbeing support, and flexible benefits schemeAbout the JobForming part of the IT Service Management team and reporting into the Service Management Lead, you will perform a vital role in maintaining a customer focused link between IT and both the internal and external client stakeholders, taking responsibility fordelivering the requirements that exceed the customer needs.Unipart Logistics has an enviable client portfolio which includes a number of well-known and established brands. Ensuring that we continue to deliver an exceptional level of day to day IT service is the cornerstone of this exciting role. Unipart believesthis is achieved by establishing strong working relationships with the operational customers and end clients and by forging day to day practical links with the teams who run the internal and vendor technical support teams.You will drive service level management, service satisfaction and continual service improvement initiatives and activities for their aligned clients using regular service reviews and service reporting as core principles of collaboration. You will be responsiveto escalations outside the core business hours and the ability to provide customers and end clients with progress updates on major incidents in accordance with service level targets.As part of your key responsibilities you’ll:• Act as the custodian of production services for your customers and clients and provide the voice of the customer into IT• Responsible for the relationship between Unipart IT and the clients within your portfolio, inclusive of Unipart Operational Senior Managers such as General Managers• Represent Unipart’s interest to the customer where applicable and mutually beneficial• Help our client base to better understand the full potential of our product offering and act as liaison between the client and IT• Responsible for collaborating with different work groups and departments to improve customer engagements and enhance customer satisfaction• Facilitate two-way communication between Unipart IT and clients/suppliers during development/delivery change activity• Act as the point of escalation for any IT service issues• Represent the interest of the clients within Unipart IT• Ensure regular face to face service reviews are established and form part of the routine engagement• Ensure that the service is reviewed and improvement opportunities identified to drive both the service and relationships forward• Assist in workload prioritization across resolver groups to ensure fair and equitable delivery is achieved per customer• Highlight and aid in the management of Service based risks that could accrue to Unipart and or our clients• Maintain a strong understanding of the clients’ service provision by the creation and maintenance of your own client service reporting• Provide weekly and monthly updates to Unipart Logistics Senior Management on your client, including regular reports• Support wider service management activities including incident, major incident, problem, change and supplier management activities• Understanding and involvement in transition activity from project delivery to BAU• Challenge internal IT stakeholders/teams to proactively drive improvements in People, Process and Technology• Accountable for owning IT Service Improvement Plans (SIPs) for your client• Ensure there is heightened awareness (or change freeze) internally within Unipart IT during client peak trade or major product launches• Key stakeholder engagement and escalation management across the external and internal clients• Accountability for client-based risks, ensuring ongoing analysis and focus• Detailed understanding of contracted commitments and to ensure focus and pressure is maintained throughout Major Incidents and Incident management to ensure service targets are exceededAbout YouWe’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!• Customer Service Experience• Excellent Customer Services skills supported by good commercial understanding• Ability to work to targets and timescales• Ability to work independently and meet deadlinesOur recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies. We do not discriminate on the groundsof race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristicas defined in the current Equality Act of England and Wales. As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and doyour best work every day.You may have experience in the following: IT Service Manager, IT Services Manager, IT Service Delivery Manager, IT Support Manager, IT Operations Manager, IT Helpdesk Manager, Service Desk Manager, IT Service Desk Manager, IT Service Management Specialist,etc.REF-208865