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IT Service Manager

  • Location: Hampshire
  • Salary: £300 - £350 per day
  • Job type: Contract
  • Sector: IT & Information Security
This vacancy has now expired.

Service Manager required by our leading Air Transport client in Aldershot, to provide customer service management and act as primary contact between customers for general performance issues. IT / Service Management / Airline / Aviation/ ITIL / Supplier / IT Key Responsibilities:

  • Perform remote and onsite service performance reviews
  • Coordinate service delivery in operational phase
  • Identify, develop and coordinate change management, including Change Approval when required
  • Serve as customer escalation point for fault management and coordinate service restoration
  • Own continual service improvement plans (CSIP), leveraging proactive trend analysis
  • Report on SLA performance (e.g. during service review meetings)
  • Be accountable for the quality of the service delivered for the products within scope, owning actions across multiple teams, both Local and Central, as well as Suppliers
  • Review the monthly SM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between the client and the customer
  • Contribute to the growth of both the SM revenue and OOB revenue of additional services by engaging with the customer and promoting additional services
  • `Champion' service models, aiming at increasing revenues
  • Propose new service offerings based on the airport customer needs and on the team's capabilities
  • Manage other client service staff, including third party resources at assigned sites to support the customer(s), and develop the capabilities of the team.

Education and Professional Qualifications:

  • ITIL


  • 3 years or more experience in a related role, delivering IT services to internal or external customers
  • 2 years or more management experience in a customer facing environment, ideally working independently
  • 2 years or more experience in Airline / Air Transport industry (Desirable)
  • Experience in a complex, multi-cultural, matrix management organization
  • Experience of working successfully in a process-oriented environment
  • Experience of continuous service improvement methods

Knowledge and Skills:

  • Knowledge of the ATI Industry Products / services (Desirable)
  • Service management process knowledge (ITIL Service Support & Service Delivery)
  • Knowledge and understanding of IT, network and communication protocols
  • Ability to analyze, draw conclusions, and create recommendations to solve customers' complex problems
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Ability to work under pressure (e.g. during crisis) and multi-task

Capita IT Resourcing is acting as an Employment Business in relation to this vacancy.

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