Service Manager - Leeds

FDM is a global business and technology consultancy seeking a Service Manager to work for our client within the public sector. This is initially a 3-month contract with the potential to extend.

As a Service Manager you will be responsible for defining service level agreements (SLAs) and operational level agreements ( OLAs) across all relevant business functions. You will be managing all technical changes with the appropriate governance. This role will require you to work with stakeholders across all levels.

You must be proactive, result oriented, structured, and able to operate under pressure in a changing environment.

Responsibilities

• Ensure that all service and support functions remain responsive to customer needs
• Maintain the service catalogue and wider IT service operations knowledge library
• Manage reporting and ensure service standards are met for your specific service
• Communicate and manage all technical changes, with appropriate governance
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function
• Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
• Work within a strategic context and communicate how activities meet strategic goals
• Use quantitative and qualitative data about users to turn user focus into outcomes

Requirements

• Investigate problems and opportunities in existing processes and recommend solutions
• Able to identify process optimisation opportunities
• Demonstrate knowledge of the life cycle or capability elements of ITIL
• Ability to produce relevant reports in a standard format and agreed timeframe
• Experience of working with stakeholders at all levels
• Evidence of providing a commentary that provides an interpretation of the data set

Technical Requirements

Demonstrable experience in the following technologies:

• Incident, Problem & Change Management (ITIL)
• ITIL – Foundation
• ServiceNow
• Jira
• Confluence
• Microsoft

Why join us?

• Career coaching and access to upskilling throughout your entire FDM career
• Initial upskilling pre-assignment that has been accredited by TechSkills
• Assignments with global companies and opportunities to work abroad
• Opportunity to obtain certifications from Microsoft, Salesforce, Cisco and more
• Access to the Buy As You Earn share scheme

About FDM

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 4,000 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.