IT Service Manager
Permanent
Based in Solihull
We are looking for a IT Service Manager to join our friendly and dynamic team here at Waterstones in Solihull. We are seeking a dynamic and experienced IT Service Manager to join our IT team. You will be responsible for overseeing all aspects of IT support within Waterstones and will be responsible for day-to-day operations as well as driving forward improvements in our service delivery.
What you will be doing:
* Oversee the delivery of IT services, including incident management, service requests, and problem resolution.
* Work with other departments to ensure the overall IT service is fit-for-purpose.
* Manage relationships with external vendors and service providers to ensure service levels are met.
* Monitor IT service performance and identify areas for improvement, implementing measures to enhance efficiency and effectiveness.
* Define and measure SLA's and KPI's.
* Drive forward process and governance maturity within the business.
* Ensure compliance with IT security policies and standards, implementing measures to protect the organization's data and systems.
* Implement Support best practices to improve performance and lead a programme of Continual Improvement
* Act as the Major Incident Manager when needed.
* Manage communications with the business to keep them updated with Service issues and performance.
* Own the Support backlog – to ensure issues are resolved fully and completely.
What we need from you:
* Proven experience in IT service management, with a focus on delivering high-quality services to internal stakeholders.
* Proven ability to manage IT service teams, including defining and measuring KPI's and SLA's.
* Knowledge of IT Support tools
* Knowledge of ITIL framework and best practices.
* Experience working as an Incident Manager.
Person Profile:
* Strong leadership and management skills, with the ability to motivate and inspire a team.
* Excellent communication and interpersonal skills, with the ability to build effective relationships at all levels of the organization.
* Ability to understand a complex IT landscape and the dependencies between each system to see the bigger picture.
* Can-do attitude with a curious nature
* Strong Analytical and problem-solving skills, able to approach problems critically and break them down into manageable parts.
* Ability to stay calm under pressure.
Why work for Waterstones
At Waterstones, everything we do is about our customers, and we work hard to provide them with the best possible shopping experience, one that will make them want to visit time and time again. We strive to consistently deliver fantastic customer service, whether recommending a book or a gift, keeping our shops beautifully stocked, helping out in our lovely Café W's, or keeping the wheels turning efficiently behind the scenes. Working with us, you will get to use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop (including a virtual one).
In return, you will be working in a role that can make a real difference to Waterstones, work in a friendly and dynamic team and get to benefit from our excellent discount in shops and
If you have the relevant essential experience and you are interested, we would love to hear from you.