IT Service Manager

at  Yorkshire Water

Salary: £50,000 - £73,000 + pension + 25 days holiday per annum + company car + annual incentive scheme + private healthcare
Location: Buttershaw, Bradford (hybrid working)

WHAT WILL YOU BE DOING?

As our IT Service Manager, you will own and support contracts, renewals, and supplier management between £0.5m and £2.5m. Driving the Service First culture across our internal teams, partners, and suppliers, you will enhance service excellence in everything that is delivered, agreeing and continually reviewing key levels of service with business functions and areas. You will also:

• Support and drive the Service Management strategy development, team learning and development and operational effectiveness for your business areas
• Establish and drive partner, supplier, and internal team performance to meet end-to-end KPI’s and SLAs, building a belief in service management excellence
• Ensure the voice of the business customer is heard within the IT department and the customer understands the services, standards, KPI’s and SLA’s provided by the department
• Be responsible for ensuring the effective delivery of IT Services through monitoring and management of partners, suppliers, and internal teams
• Ensure that service delivery, issues, impacts and improvement plans are clearly understood, documented, and communicated appropriately business wide
• Coordinate the enablement of change via Service Transition and through change enablement into the live service
• Drive Continual Service Improvement into all activities and work streams, pushing the ‘Service First’ mantra as a business and service representative to deliver resolution of technical debt
• Own budget for areas of accountability, ensuring services are fully utilised, and continually reviewed to get ultimate value to contracted services
• Manage a team responsible for Incident, problem and change management across the TEC division, ensuing a program of continual review and service improvement is in place
• Understand the impact of any failure in the IT Service to the Critical Business Processes and functions
• Assist in setting the department priorities to maintain a Continual Service Improvement Programme, ensuring continual management of risk, compliance and security within your business areas
• Be a clear communicator who delivers information in a considered and professional manner, instilling calmness regardless of the point in hand
• Manage people across the Yorkshire Water estate as part of supporting change and resolving and managing significant major incidents.

As our IT Service Manager, you will have previous experience supporting transformational change in large organisations, working within DevOps, Waterfall and Agile methodologies with knowledge of the application development lifecycle. You will also:

• Have demonstrable experience of driving problem management processes and items through to successful resolution
• Be experienced in the ITIL principles (Including Incident, problem change management processes, service transition, service operations, service level management, service asset and configuration management and knowledge management)
• Have a good understanding of technical IT issues to enable discussions with internal and external technical specialists
• Have a strong understanding of applications and data security
• Possess an analytical and systematic approach, with the ability to change within complex issue investigations
• Be commercially and financially astute
• Have advanced stakeholder management, negotiation, and conflict management skills with the ability to understand complex organisational designs and structures
• Be a strong communicator, with a high degree of written and verbal communication skills
• Be results-oriented, with energy and passion to achieve and exceed stretching objectives and to deliver within tight timescales