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Service Manager

Job Ref: GW387368SerMan_1568109885
Start Date: ASAP
Hours: Full Time
Location: West Sussex, England
Working Term: Permanent
Salary: £50000 - £55000 per annum + bonus + excellent benefits
Deadline: 2019-09-17


A fanatstic opportunity for an experienced ITIL certified Service Manager to joing a leading global insurance business and be responsible for maintaining the availability and reliability of European IT services to ensure that IT can effectively meet service targets in accordance with planned business objectives.

Key Responsibilities:

Full staff management of the Service Management Team (including recruitment and annual appraisals).

Manage the Incident Management process, and where appropriate co-ordinate the resolution of Priority 1 incidents.

Review all Priority 1 & 2 incidents to ensure appropriate resolution has been achieved.

Perform incident trend analysis to identify potential Problems.

Produce regular MIS on incidents (e.g. resolution times, aging statistics, and incident classifications).

Produce monthly reports on performance against regionally agreed SLA\'s.

Manage the Change Management process.

Produce regular MIS on changes (e.g. success statistics, scheduled vs emergency, change classifications).

Ensure the Change processes meet audit and regulatory requirements.

Chair EMEA Change Advisory Board (CAB) meetings

Attend Global Change Advisory Board (CAB) meetings & represent EMEA

Communication of planned changes and outages to business community.

Produce Problem Management reports and management information.

Coordinate meetings to resolve problems, ensuring a problem owner is assigned. Follow up issues and progress with problem owners.

Maintains inventory of problems under analysis and their current progress and status.

Document lessons learned to avoid the same problem reoccurring.

Review and measure the efficiency and effectiveness of the Problem and Error control process and make recommendations for improvement.

Perform IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.

Take actions to achieve reductions in frequency and duration of incidents that impact IT availability. Ensure shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed, with appropriate actions plans being created.

Ensure all work performed by the Team meets Sarbanes Oxley and Audit requirements, as well as team processes and procedures.

Manage and provide training to all EMEA ServiceNow users.

Out of hours contact is required for Management escalation purposes.



Minimum ITIL v.3 foundation. Manager or practitioner preferred


Strong ITIL experience