Service and Support Manager

360 Resourcing
£55,000 p/a + excellent benefits
11 Oct 2016
27 Oct 2016
Contract Type
Our client has an exciting opportunity for a Service and Support Manager to join the team based in Thame. You will be on a full time permanent contract, with a highly competitive salary of up to £55,000 plus excellent benefits. The Service and Support Manager job in a nutshell Our client is a successful and growing Hotel business with more than 500 hotels across Europe and more than 10,000 employees. This is a great time to be joining their growing IT Department. They’re looking for an inspirational IT Service and Support manager to take up the leadership, transformation and ownership of their IT Support function. The function includes 1st and 2nd line service desks, problem/incident management and all service/support process across both internal and customer facing services. What you’ll be doing as their Service and Support Manager You’ll be responsible for the shaping and creation of a new generation service model and support structure. You’ll live and breathe service improvement, and you’ll manage the multi-site, multi skilled technical support teams including desktop services, incident/problem management and optimisation of process across multiple partners. Some services are outsourced, so supplier engagement and management skills will be required. You’ll develop the service modernisation and SLA proposition with customer focus at the forefront of everything you do. You’ll also implement the financial governance and business process change requirements as the function develops, liaising with service transition, project delivery and development functions. They have around 5000 Service Desk requests per month, and an efficient process is at the heart of giving their hotels a great service with regards to their IT support issues. You’ll have ownership of a significant budget, taking a strong focus on financial control and optimising internal and external offerings to ensure maximum value from their investment. You’ll be responsible for achieving a customer centric services excellence model across all deliverable areas. What they’ll expect from you To be successful in the Service and Support Manager role you’ll have significant services support management experience including strong people management and ideally have been involved in at least one service management transformation and service change. You might be from either an IT services background or an end user service support function and ideally you’ll be ITIL qualified. As well as this, they’re looking for: - Previous leadership of technical support / services teams - Operational and strategic service development and design experience - Experience of delivering and improve ITIL best practice and continuous improvement - A strong understanding of IT Infrastructure and desktop service and incident environments - Strong external and internal client stakeholder management and service improvement skills - Resource management experience to meet both operational and fiscal objectives - Able to undertake executive management reporting and analysis What you can expect from our client Culture They are warm, straightforward and optimistic. They have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything they do. You’ll have the support of a close network of colleagues and managers, and every day is different here They want you to bring your personality to work and they love their diversity. Reward and recognition It’s not just their customers they want to wake up with a smile on their face. As well as a competitive salary, being part of their hotel support centre means great holiday entitlements, pension contribution deals, being part of their bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates. Career and development They want you to develop further them and they’ll provide you a development plan to help you reach your goals. You can expect to have a full induction and training relevant to your role. They advertise all their vacancies internally, so you’ll have the opportunity to really develop your career. If you feel you would be a success as their new Service and Support Manager then please show your interest by clicking ‘Apply’ today… This job was originally posted as

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