Overview
IT Service Manager
Manchester Head office
Permanent – Full time
Salary: £45,000 - £55,000
Lookers plc. is a leading UK motor retail and aftersales service group. The Group's operations cover all of the UK and the Republic of Ireland. The motor division operates through the sale of new and used cars, and offers aftersales activities representing the servicing, repair and sale of franchised parts to customer vehicles. Lookers' car parts distribution division supplies automotive parts to the independent aftermarket sector.
Since its foundation in 1908, the Group has grown organically and through acquisitions to its current position of 161 franchise dealerships across 105 locations. As a whole, the Group offers an extensive choice of new and used cars, motorcycles, commercial vehicles and leasing services in addition to a range of after sale services and automotive parts. Through its "Customers for Life" programme, the Group is committed to providing unrivalled service, offering advice, support and expertise from purchase to after sales care and maintenance.
The Lookers Group is a £3.6bn turnover business and a FTSE 250 with over 8,000 employees across the UK and Republic of Ireland.
Role Purpose
As an IT Service Manager, you will serve as the primary point of contact for key stakeholders & OEM’s, ensuring their needs are met and their expectations are exceeded. The ideal candidate will possess excellent communication skills, a strong understanding of customer relationship management, and a passion for delivering outstanding service. This role requires proactive problem-solving, and delivery against core KPI’s, including site visits, populating dashboards and hosting regular Service Reviews.
Responsibilities
· Constant review of IT & Business spend to reduce where appropriate
· Attend divisional franchise meetings and promote IT operations, embedding yourself into relevant franchises and brands
· Build and manage OEM relationships, driving regular engagement and filter upcoming work into the wider IT department
· Primary escalation point for any IT related matters always ensuring that issues are dealt with effectively and efficiently
· Complete regular physical visits to your sites across the UK Mainland, ensuring service levels are met in accordance with customer expectations and agreed KPI’s
· Conduct and present Service reviews to key stakeholders for franchises with accompanying IT service performance packs
· Manage the Continuous Service Improvements for sites and operations developing and improving effectiveness and quality of service
Skills
· Previous experience in the automotive sector is a plus.
· Ideally experience in the IT industry & ITIL qualification obtained
· Proven experience in account management, client services, or a similar customer-facing role.
· Strong interpersonal skills with the ability to build rapport and communicate effectively with clients at all levels.
· Strategic thinker with a proactive approach to problem-solving and a results-driven mindset.
· Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and deadlines.