Team Leader – IT Service Management Permanent

Team Leader – IT Service Management to join one of the fastest-growing IT Managed Service Provider in the UK.

Role:
Team Leader – IT Service Management

Salary:
Up to £30,000 + Benefits
(If your salary is higher please let us know?)

Permanent Role:
Full Time – Permanent

Location:
Remote working
and ideally some office work in Wakefield or Poole or Telford

About the Role:
You will proactively manage the shared portfolio of ITIL Processes, Service Level Management, Communication, Risk, Reporting and Service Improvements plans for group customers and will support the Service Delivery Management group function.

Main Responsibilities:

• Working closely with the Service Delivery Management team to support and ensure alignment with the group strategy and approach

• Promote and deliver detailed process, quality, and performance data analysis by means of statistical tools (e.g., ServiceNow, Power BI)
• Governance on the process, quality, risk, and management reporting.
• Understanding of customer contractual requirements and assurance of services being delivered.
• Support implementation of automation within Service Delivery Management (e.g., Chatbot, selfheal automation mechanism).
• Demonstratable leadership skills, high-performance team player that leads through example.

Experience:

• Experience in an IT function and people managing role
• Understanding of the ITIL framework and ITIL Foundation qualification is desirable.
• Support the functions use of the following tools to enable effective Service Delivery Management:-

1. Power BI
2. ServiceNow ITSM or CSM or similar product.
3. Manage BI solutions and requirement capture.
4. Chatbot or Virtual Agent operation.

• Skilled in Office Productivity Suites – especially MS Excel, PowerPoint & Visio.
• Self-motivated individual with excellent interpersonal, communication and influencing skills.
• Manage customer escalations within the team and engage with senior management as required.
• Proven track record of managing and achieving excellent results in a highly complex and fast pace working environment.

If the role of Team Leader – IT Service Management is right for you, please forward your CV to us and a specialist recruiter will be in contact with you immediately.

Tagged as: admin, IT, IT Service Management