IT Service Manager - Central Region
1 hour ago
Job description
Key Roles & Responsibilities
1. IT Service Operations & Governance
- Own and manage day‑to‑day IT service delivery across centrally managed Town Councils and designated EM Group entities.
- Lead, manage, coach, and performance‑manage centrally deployed IT Officers and IT support staff.
- Define, maintain, and enforce standard operating procedures, service runbooks, and escalation paths across all supported entities.
- Ensure all incidents, service requests, problems, and changes are logged, tracked, and managed through the central ticketing system (Jira).
- Review incident trends, recurring issues, and service bottlenecks; drive preventive and corrective actions.
- Prioritise cross‑entity issues and allocate resources to ensure service continuity and stability.
2. Vendor & Contract Operations Management
- Act as the single operational authority for IT vendor performance across Town Councils and EM Group operations.
- Monitor vendor SLAs, service quality, and response times across multiple business units.
- Identify systemic vendor or contractual issues and escalate to HQ IT leadership and Procurement.
- Participate in vendor service reviews and provide operational inputs into MA contracts, TCMS‑related arrangements, and EM Group IT contracts.
3. Microsoft 365 & Business Applications Oversight
- Ensure consistent delivery of first‑line and second‑line support for Microsoft 365 services across Town Councils and EM Group users.
- Oversee IT support for user administration, onboarding/offboarding, access management, and collaboration tools.
- Coordinate with HQ Applications and Digital teams for advanced system support, tender specifications, and solution evaluations.
- Maintain oversight of dashboards and reports produced by IT Officers, ensuring alignment with EM Group BI and data governance standards.
4. Cybersecurity Policy Enforcement (Operational)
- Ensure consistent enforcement of HQ IT and cybersecurity policies across Town Councils and EM Group operations (e.g. MFA, device compliance).
- Monitor compliance posture and escalate cyber risks, policy violations, or systemic gaps to HQ Cybersecurity.
- Support rollout of cybersecurity awareness initiatives in collaboration with the Cybersecurity Lead.
- This role does not own cybersecurity strategy, architecture, or risk acceptance.
5. Stakeholder & Business Engagement
- Serve as primary IT service escalation point for Town Council leadership and EM Group business stakeholders.
- Operate effectively within a managing‑agent and group‑services model, supporting multiple entities with distinct leadership and priorities.
- Manage stakeholder expectations while reinforcing HQ IT governance and service standards.
- Provide regular service performance reports, insights, and recommendations to HQ IT leadership.
6. Continuous Improvement & Service Maturity
- Drive standardisation of IT support processes, tools, and reporting across Town Councils and EM Group operations.
- Define and track key service KPIs (e.g. incident volumes, SLA compliance, user satisfaction, vendor performance).
- Identify opportunities for automation, skills uplift, service optimisation, and cost efficiency.
- Support phased onboarding of additional Town Councils or EM Group entities into the centralized IT service model.
Required Qualifications & Experience
- Degree in Information Technology, Computer Science, or related discipline.
- 7–10 years of experience in IT service management or IT operations, with at least 3 years in a leadership role.
- Proven experience managing distributed, multi‑site, or shared‑services environments.
- Strong working knowledge of ITIL service management practices.
- Demonstrated experience in IT vendor and SLA management.
- Solid understanding of Microsoft 365 and corporate end‑user support environments.
- Experience operating in multi‑stakeholder or regulated environments is highly desirable.
We regret to inform that only shortlisted candidates will be contacted.
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