Service Manager (Operational Systems)

Full Job Description

The Opportunity:

We are currently looking for an experienced Service Manager to deliver incident and problem management activities for the support of a nationwide traffic control system.

You will join a team of experienced Service Managers handling P1-P3 incidents based on the ITIL Incident Management framework.

The team is focused on restoring normal service operation as quickly as possible, minimising the disruption to the end client/general public and ensuring SLA and KPI adherence.

You will also be involved in the preparation of Incident dashboards and reports, utilising data to drive improvement actions across the team.

Skills and Experience:

• Strong experience working in a Service Manager or Problem/Incident Manager role
• In-depth understanding and certifications in service management methodologies (ITIL V4 and/or ServiceNow)
• Experience with change management planning and documentation
• A deep understanding of escalation actions, processes and reporting
• Extensive exposure to release and deployment management processes
• Ability to manage senior level stakeholders and end clients
• Willing to work as part of a rota to ensure 24/7 coverage

Please call James Sample here at ISR to learn more?