Service Manager

Service Manager, SLA's, ITIL, P1 and P2, Incident Management, Problem, Change, Client Services

A leading provider of managed services is seeking a Service Manager who can help guide, shape, and agree with end customers on the best SLAs under an ITIL framework.

The role:

Problem Management:
* Take a proactive approach to identifying and managing ongoing problems
* Ensure that all problems are seen through to completion
Change Management:
* Run the weekly client support/incident meetings
* Review all changes to ensure there are no conflicts and all necessary actions have been
taken to minimise risk
* Ensure reviews are performed on failed or expedited changes
Major Incident Management:
* Co-ordinate support calls for P1/2 level incidents
* Ensure that service is restored in the shortest possible level

Skills Required
A strong understanding of incident, problem, and change management within an ITIL
environment
Several years of performing at least one problem, change, or incident management at a senior level
Demonstrable experience working with outsourced teams
Demonstrable experience in both reactive and proactive techniques for problem and
incident management
Experience managing a remote and growing team, providing motivation, guidance,
support, coaching, and development
A good working knowledge of IT infrastructure systems architecture and concepts
Demonstrable experience working with Enterprise level organisation
Ability to manage colleagues and clients at different levels
Key Responsibilities
Manage the support team, which is responsible for problems, changes, and major incidents.

This position is fully remote but will require some travel across EMEA.

Service Manager, SLA's, ITIL, P1 and P2, Incident Management, Problem, Change, Client Services

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.