Location: Scotland - Moodiesburn
Function: IT
Start of employment: asap

Creation date: 04 Dec 2018
Job Code: IT Service Manager

IT Service Manager

About us: 

Devro is a FTSE listed company and a global leader in the supply of collagen casings and films, used in a wide variety of sausages and other meat products. Our operational reach is international with manufacturing facilities in Scotland, USA, Czech Republic, Netherlands, Australia and China, and a commercial presence in many more countries. We employ over 2,000 people worldwide whose skills and knowledge range from chemical and electrical engineering to food technology, manufacturing and everything in-between. 

About the role: 

We are looking for an IT Service Manager to deliver excellence in operational IT service delivery through a globally process driven, knowledge sharing, team ownership culture that delivers Key Performance Indicators and metrics against agreed Service Level Agreements. 

You will be responsible for the development and execution of global standard service desk management processes (e.g. ticket handling, queue management, escalation, handover, knowledge base management, change management, problem management, etc.) in relation to the virtual service desk team primarily comprising all IT support, business application and specialist roles. You will ensure the service desk provides meaningful Key Performance Indicators and feasible Service Level Agreements to the business. 

You will be responsible for accurately tracking service desk performance and forecasting requirements for the service desk to continually meet business expectations, maximising the percentage of tickets that are resolved at level one and on initial response. You will ensure the knowledge base remains relevant, accurate and is a central resource for the IT/wider business. 

You will act as the default internal escalation point for matters concerning service desk performance, following standard PMO requirements when planning and participating in new activities. You will provide feedback to the Infrastructure & Support Manager in relation to evolving practices, technologies and opportunities for the business. You will effectively and patiently communicate (using non-technical dialogue) with service desk users in relation to their requests and endeavour to provide excellent levels of customer service to all service desk users at all times as well as offering advice and encouragement to IT colleagues. 

To be successful in this position you must have at least three years experience in a similar service desk or technical customer service management role with at least five years working in IT. Experience working within a shared service structure would be strongly advantageous.  You must have the proven ability to successfully translate IT service delivery into robust processes.  Communication with technical and non-technical stakeholders will be essential so exceptional communication skills will be required. The ability to make evidence-based decisions, working to deadlines, report writing and conflict resolution are necessities for this role. Relevant experience with ITIL service management practices, trouble-shooting methodology, differing approaches to infrastructure and software based services are also required. 

What next? 

If this sounds like a role that you would be interested in and you are looking for your next exciting career challenge, then we would love to hear from you. Please e-mail us a copy of your CV, along with a cover letter explaining the four or five key things that you could bring to the role. 

In return we offer a varied, interesting and challenging workload, along with a competitive salary and attractive benefits package.

Apply now

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