IT Service Manager
London, United Kingdom
002411
Working at Lockton
At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.
Job type
Experienced Professional
Your Responsibilities
The Service Manager will deliver a seamless day to day User Experience and is responsible for the services delivered meet business needs and perform to expected service levels across the region. They will oversee the operational management and improvement of core service management processes, particularly Incident, Request and Catalogue Management.
The Service Manager will also work closely with the Support Manager and successfully deliver and support internal customers’ systems and technologies and ensuring successful operation across the UK/EU. The successful candidate will work to build relationships with internal stakeholders and will constantly seek to make getting things done easier through mature IT Service Management processes, customer service and technical support.
The Service Manager is responsible for ensuring that internal SLA’s are met in line with service specifications and that ITIL processes and procedures are being developed and followed.
The successful candidate will have a background in IT Service Management as well as ITSM toolsets and be passionate about Service Delivery and Customer Service. They will have a track record of providing outstanding customer service, managing, and delivering projects consistently within deadlines and can demonstrate a proactive approach to continual service improvement and seeking to exceed customer expectations.
The Service Manager must be a strong communicator, open minded, pro-active, approachable, and open to ideas, learning and discussing new approaches as well as having conversations about everyday events.
ESSENTIAL DUTIES:
- Responsible for Service Delivery processes, focusing on Incident, Request and Service Transition management.
- Lead and supervise team of Service Analysts to ensure effective performance of their duties.
- Manage and own day to day relationship with 3rd Party Support Desk
- Owning and driving continuous service improvement plans and activities, including automation, standardisation of services delivered.
- Define, review, and monitor KPI’s
- Monitor incoming request volumes, analyse, and identify trends and highlight areas of improvement to improve fulfilment and resolution.
- Promoting a continuous improvement and idea generating culture.
- Proposing, documenting, and implementing improvements to processes and procedures.
- Working closely with Information Security to ensure that all processes, policies, and procedures adhere to necessary requirements.
- Taking escalations and working as an extension of our IT Service Desk and internal teams, making recommendations and proposing/implementing solutions where necessary.
- Use trend analysis techniques and work closely with the IT Support Manager and interview key business stakeholders to understand ‘pain points’ and areas of improvement to add value during day to day business activity.
- Ensure team resources and third-party resources are appropriate to support current and future demand.
Qualifications
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
- BS/BA degree preferred or equivalent education and/or experience.
- ITIL certified and experience of line management, desirable.
- Experience working in IT Support and an experienced Service Manager.
- Account administration and onboarding/offboarding experience and related automation is essential.
- Strong analytical skills.
- Experience in developing individuals of various skill levels.
- Strong Service Request and Catalogue Management knowledge.
- Experience with Service Management best practices and process improvement.
- Experience within the insurance and brokerage industry a plus.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Excellent verbal and written communication skills at all levels within the organisation
- Ability to manage competing priorities.
- Technical mindset but able to articulate and understand business needs.
- Good technical background.
- Experience working with ITSM solutions.
- Good understanding of Azure, Active Directory, Exchange, PowerShell and M365
- Experience in writing both technical and user-friendly documentation to educate the team/s within IT Operations as well as the organisation.
Equal Opportunity Statement
Lockton Companies is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.
At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates and thrives because of our breadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.
About Lockton
Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 10,000+ Associates doing business in over 100 countries are empowered to do what’s right every day.
At Lockton, we believe in the power of all people. You belong at Lockton.
How We Will Support You
At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.
We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.
No Agencies Please
Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.
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