service manager
Responsibility
- the day to day running of the GIFT’s incident response function
- liaison between the GIFT and respective support and project delivery teams across three separate geographies
- produce reports which can be used to show GIFT’s performance against its service charter and its KPIs
Show more +20 - management and administration of the GIFT CMDB database globally
- work with the regional-level helpdesk application layer support teams to inform the clients of the outages using notification templates
- interacting with clients directly where application layer support teams are unable to do this
- the coordination and administration of all patching activities for the GIFT team globally
- to be responsible for the GIFT’s global CMDB and its validity and reflection of current status at all times
- the day to day running of the GIFT personnel’s regular stand up meetings including work allocation to the individual engineers, across three separate geographies
- to manage and run the GIFT team’s global incident response – managing the workloads of three separate GIFT teams globally and allocating required workloads out amongst the GIFT engineers
- to manage, run and maintain the GIFT team’s global CMDB – keeping a track of the version number of each and every software component that makes up the hosted solutions, as well as information about last patch date, last Disaster Recovery test date, last penetration test date, last service review date of each hosted platform
- provide input and conduct maintenance on the GIFT’s Remit and Service Charter document, which sets out the service levels for the GIFT team which act as key performance indicators to the GIFT’s performance as service provider to its internal service consumers
- plan for the next patching cycle on each separate hosted system or cluster globally, and publish these next planned dates for patching/upgrading so internal GIFT service providers can understand and plan for these
- managing when Out Of Hours workloads can be allocated intra-team so team members can support each other’s demands from clients for nighttime work
- provide a clear understanding of the GIFT teams’ remit – working with service consumers inside the business to establish and explain the remit and in-scope/out-of-scope elements of service offered by the GIFT
- work with clients directly if necessary to plan-in outages for patching and guide clients on the need to regression test business processes following patching/upgrading
- running frequent stand-ups per each GIFT team globally, and using these meetings to allocate workloads to team members based on tickets
- authoring of RCA reports for clients relating to incidents where infrastructure was the root causal element or cause
- to manage, administer and maintain the on-call IP telephony system and staff roster for handling OOH calls – using a follow-the-sun incident response model across three global timezones to cover 24x7x365 incident response calls globally, making sure that on leave staff are replaced on the roster etc
- to work closely with the security teams within the organisation and to meet with these regularly to review and understand the current vulnerabilities identified across all of the GIFT’s hosted platforms
- running and managing the process which ensures staff are paid the pre-agreed rate for being on the OOH roster, passing the monthly timings for being on-call to the finance department, and ensuring these GIFT staff receive their payments
- management of the service levels and KPIs offered to the GIFT service consumers within the service charter and responsibility for ensuring these levels are met
- running of reports that show tickets are being worked against and resolved in accordance with the KPIs and targets for response and remedy as set out within the GIFT Remit and Service Charter document
Requirements
- demonstrable experience in Service Management, Service Delivery, and a complete understanding of the concepts and processes behind the ITIL v4 methodology
- ITIL v4 accreditation, or similar, or previous ITIL accreditation, knowledge or experience
- well-developed and mature client-facing skills
Show more +11 - experience working with, authoring or submitting commercial and competitive bids, or any form of sales experience would be an advantage
- A clear and demonstrable understanding of the service provider/service consumer relationship in a very service-oriented work atmosphere
- team players only in the GIFT – our strength is in our ethos and our culture and our quality of service
- ability to write strong and concise technical documentation to add to and improve the GIFT technical library
- ability to troubleshoot, diagnose, replicate-simulate-quantify, triage and investigate technical issues and problems, and the ability to identify root causal factors
- professional and committed, able to work unsupervised for task completion, disciplined, organised
- ability to understand technically complex issues on a high-level basis, utilising more technically specialist resources to provide understanding, then translating this to a variety of non-technical contacts and documentation
- knowledge or experience of infrastructure a distinct advantage, although the right candidate will be able to learn enough quickly to understand the basic and high-level concepts in order to perform this role and its duties
- empathy and the ability to deal with departments providing services to each other and establishing the correct protocols and behaviours that ensure the overall commercial best practices for the holistic company
- this role does not involve any line management responsibilities but applicants that enjoy playing a mentoring role to others or bringing others up to technical grade within the team will be developed, encouraged and rewarded
- empathic to colleagues and service requestors and willing to be as helpful as possible in a service provision role where customers are internal as well as external
high salary - 17% higher than the average in this position
Earnings for position service manager
service manager - How much money do you make working at this position?
Average salary at company BPD ZENITH is 4250£.
The national average salary is 3300£.
400 £
Lowest
Lowest
3800 £
Average
Average
7200 £
Highest
Highest
Salary in other companies in the position service manager
| VENTULA CONSULTING | 14000 £ | 9500 £ 14000 £ |
| I3WORKS | 12550 £ | 9500 £ 14000 £ |
| FRYERMILES RECRUITMENT | 11000 £ | 9500 £ 14000 £ |
| SANDERSON RECRUITMENT PLC | 10750 £ | 9500 £ 14000 £ |
| REMIT RESOURCES | 10000 £ | 9500 £ 14000 £ |
| HEAD HUNTER RESOURCING | 10000 £ | 9500 £ 14000 £ |
| FRUITION IT SOLUTIONS | 10000 £ | 9500 £ 14000 £ |
| SYNAPRI | 10000 £ | 9500 £ 14000 £ |
| SQUARE ONE PHARMA RESOURCES | 9500 £ | 9500 £ 14000 £ |
| ACCESS COMPUTER CONSULTING PLC | 9500 £ | 9500 £ 14000 £ |