IT Service Manager
£37,000-47,000 DOE
Full time: 35 hours
Remote/Manchester
PURPOSE:
Provide clear operational ownership and responsibility for the core end to end business services provided by IT to the Bank Business units.
Point of contact into IT for Service and subject matter expert for service within their portfolio.
Liaise with key stakeholders internal/external to provide proactive updates on performance and respond to issues to maintain service stability to meet the needs of the Bank.
Provide support in the establishment and management of third party suppliers across the portfolio including day-to-day operational relationships, supporting and providing input into governance reviews and managing the costs associated with the supplier and the service. Work with 3rd party suppliers and business stakeholders to drive service improvements across the portfolio to deliver customer and colleague enhancements, cost reduction and simplification.
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KEY ACCOUNTABILITIES:**
- Establish, maintain and support the governance and relationship management for Bank suppliers.
- Work with procurement in the management of commercial and contract issues
- Assessing work orders from various suppliers to agree that they meet Bank IT requirements have appropriate deliverables and meet the budgets allocated.
- Reconciliation of monthly invoicing making sure alignment to forecasted costs ahead of approval
- Identify and drive cost reduction opportunities within portfolio and across the Bank
- Drive the identification and management of service requirements of the business to ensure a clear understanding of services, service levels, constraints, options, and costs. Point of escalation for customer service issues.
- Hold external and internal IT support teams to account for the service provided to the Bank and its customers, to improve service delivery in line with organisational needs.
- Liaise with business stakeholder, providing updates on service performance, dealing with any queries, issues and escalations.
- Undertake regular service performance reviews on a monthly basis to explain service performance, understand any changes to business which may impact on IT Services and seek feedback to ensure we are continually improving and delivering excellent IT service stability
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
- Commercial/supplier management experience
- Working in a complex/multiple-vendor outsourced environment
- Excellent communications and interpersonal skills, with proven experience of effective relationship-building and ability to present and communicate written and verbal communications with internal and external stakeholders at all levels.
- Strong stakeholder management and influencing skills
- Ability to prioritise and deliver in a high-pressure environment whilst working in a team-orientated and collaborative manner.
- Ability to work with a diverse range of people and cultures
- Experience of preparing the supporting material for regular service performance reviews with IT Service Integrators / Providers on a monthly basis.
- Examples of delivering continual service improvements in efficiency and effectiveness in line with industry best practice.
- Understanding of the financial services industry and the regulatory and legislative environment.