Support Services Manager

Job Description

Location -  Central London /  Hybrid

Salary- £42,000

ROLE

Working closely with the Head of Technology Operations & Director of Technology, the Support Services Manager will define a strategy for delivering customer-centric services closely aligned to industry standard ITIL processes.  You will then deliver that strategy, in the form of clearly defined services, operated with a focus on delivering efficient and accessible services to internal and external customers. 

EXPERIENCE

• ITIL certification.   Foundation (mandatory) or Practitioner (preferred) certificate
• Working knowledge of Agile frameworks and DevOps processes, tools and techniques
• Proven track record in leading/building/improving a Service Delivery function
• A background in end user support, experience of common products, services and technologies (Cloud SaaS/PaaS/IaaS and including Microsoft 365 or similar)
• Proven experience of building, leading and motivating a team
• An understanding of what excellent Customer Services looks like, translated into processes, skills and capabilities that deliver that service consistently
• Experience of defining and delivering Incident Management, Service Request Management & Problem Management