IT Technical Service Manager

We are looking for a Technical Service Manager to assist the Head of Global Service Delivery in ensuring that the Cloud Operations & End User Computing teams consistently provide an expert, efficient, and highly customer-focused IT support service to our Managed Service Clients’ user community within agreed service levels, managing reported incidents and requests throughout the incident lifecycle.

The Technical Manager will provide guidance, technical advice, and mentoring to other members of the team ensuring all processes are followed each and every time, to the requisite level of detail, to ensure a high quality support service.

The manager will also act as one of the deputies in the absence of the Head of Service Delivery, acting as a first point of contact for technical escalations where necessary, whether scheduled or ad hoc, as defined by the Head of Service Delivery.

Required Skills

• Demonstrates a breadth & depth in knowledge of Service Delivery Management Standards & practices
• Experienced in managing teams in order to delivery high quality outcomes
• Experience in managing the development and delivery of custom workflows in ServiceNow is required, as well as experience in integrating multiple disparate data feeds into consolidate reports using PowerBI is highly desirable.
• Deep understanding of ITIL service management lifecycle
• Experience of managing supplier relationships
• Strong stakeholder management skills
• A proven Customer Relationship Management experience
• A logical thinker with strong analytical skills, excellent written, verbal and presentation skills
• Takes ownership of problems and proactively resolve them
• Azure and M365 experience, intune, AD, autopilot, 365 Admin centres