IT Service Manager
Sony Interactive Entertainment are looking for an Service manager to join the busy IT team. SIEE IT Service Management provides support services to the European user base. The broad computing environment runs Microsoft Windows as the core operating system for desktops, laptops and thin clients, integrated with Active Directory and Microsoft Windows Servers. In addition, the team supports a small Apple Mac environment running OS X on Apple Mac Pros.
Objectives of the role:
The Service Manager will be based within the IT Service Management team and work across all areas of the IT department, and in conjunction with IT Procurement & Vendor Management. The role is responsible for building strong and lasting business relationships with the wider SIEE community and provides a key interface with external service providers and suppliers.
The purpose of the Service Manager is to champion and enable an IT service culture by acting as a point of contact between the business users and the IT suppliers of services.
The objective of the role is to continually improve the services provided by the IT department, in order to support and realise business goals.
Responsibilities
- Manage the IT service relationships with key business areas
- Negotiate and agree OLAs and SLAs and provide input into underpinning contracts
- Account for SLA management and reporting - reports on SLAs/KPIs/trends/availability of service/incident levels/changes and their continual review
- Carry out regular service reviews with business stakeholders & third party suppliers
- Own the Major Incident Manager process and manage associated comms and escalations
- Act as a point of escalation for high priority issues
- Produce regular service reports on performance and improvement achievement
- Own and maintain the IT service catalogue
- Ensure consistent communications sent as required
- Develop and maintain Problem and Availability processes
- Align working practices with SIEE IT Procurement & Vendor Management
Experience
- Strong relationship management and customer focus
- Sound understanding of contracts underpinning services provided from external vendors
- Experience monitoring and reviewing SLAs and OLAs
- Experience of establishing relationships and stakeholder management
- Strong knowledge of ITIL and other best practice methodologies
- Solid experience in a Service Management role
- Excellent verbal and written communication
- Excellent presentation skills
- Good technical understanding & an ability to translate technical requirements into easily understood business concepts
- Experience of Matrix management/ability to recognise appropriate level of influence required to operate at all managerial levels.
Qualifications
- Relevant supplier management qualifications
- ITIL Intermediate level