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IT Service Manager

  • Location: Hampshire
  • Salary: £300 - £350 per day
  • Job type: Contract
  • Sector: IT & Information Security

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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