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IT Service Manager

Job description

IT Service Manager - Global Risk Management Leader - Competitive Salary + Package - Perm - Hybrid working with base of London (City) or other UK locations

Gerrard White are working with a global risk management and insurance broking organisation with a huge presence in the UK, who are currently looking for an IT Service Desk Manager to join their global technology service management function. Providing support to multiple locations across the globe, gathering any issues or business needs that require infrastructure delivery. This is an opportunity to work closely with regional technical teams to resolve issues and delivery.

Main Responsibilities:

As an IT Service Manager, you will be an ambassador, playing a key role in varied IT operations. You will work closely with stakeholders in providing management reporting and regular service reviews. An opportunity to engage and influence senior stakeholders in an enterprise-scale business.


The successful IT Service Manager will also be responsible for:

  • Create, supervise, measure and analyse IT reports and deliver the results.
  • Attend customer meetings, build new customer and business relationships.
  • Attend vendor Service Reviews, build business relationships and manage escalations.
  • Conduct formal and documented business Service Reviews. Supervise and report targets and service levels. Improve service effectiveness and efficiency, how can we do better?
  • Improve and develop the reputation of the IT Function within the business.
  • Keep customers informed through open, clear and key communications.
  • Recognise standard methodologies through continuous improvement initiatives.
  • Manage Major Incidents and Problem Management in line with our Global policies.
  • Create clear and concise communications to all stakeholder up to and including C-level.
  • Manage and own business escalations at all levels

The successful IT Service Manager

  • ITIL Foundation certification along with extensive knowledge of IT systems. With a degree in Information Systems, Computer Science or equivalent.
  • Minimum 5 years' experience within IT support coupled with experience of configuration of common Microsoft server-side platforms.
  • Experience of working with IT Infrastructure, support and recovery.
  • Knowledge change management process within ITIL framework.
  • Aware of ITIL framework and methodology. Knowledge and experience working with BMC Remedy.
  • Outstanding verbal and written communication and listening skills. Confident and able to build constructive working relationships.
  • Strong analytical skills, with the ability to identify trends, present data in a clear and concise format and create reports/dashboards using Power BI.
  • Organised, with superb analytical skills, detailed, thorough and engaging with all audiences.
  • Highly customer centric, able to manage customer expectations, focussing on what is always best for our customers.


What's on offer for the successful IT Service Manager
Competitive base salary depending on experience, coupled with a good benefits package, bonus, and fantastic degree of flexible working which will see you work remotely, with very occasional travel to offices in either London, or Wakefield as a base. There may be some wider UK travel required at times, however, this will be infrequent.

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