IT Service Manager

The role of the IT Service Manager is to ensure that value is achieved through the delivery of a specific, or set of, IT Services, whether delivered through internal or external service providers. They ensure that the services are delivered as expressed in the Service Definition or Statement of Work and service levels are maintained and improved. The role takes a holistic, end to end perspective of the Service(s) and ensures that any cross-functional or internal/external team or technology issues are minimized and do not negatively impact on the customers of the service(s).

Key Accountabilities:

Service Level Management

• Ensures that service delivery meets agreed service levels.
• Creates and maintains a catalogue of available services.
• In consultation with the customer negotiates service level requirements and agrees service levels.
• Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
• Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Supplier Management

• Manages suppliers to meet key performance indicators and agreed targets.
• Manages implementation of supplier service improvement actions.
• Use suppliers' expertise to support and inform development roadmaps.
• Manages operational relationships between suppliers.
• Ensures potential disputes or conflicts are raised at an early stage, with clear escalation paths for resolving them.
• Performs benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
• Identifies constraints and opportunities when negotiating or renegotiating contracts.

Relationship Management

• Implements stakeholder engagement/ communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information.
• Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.

Contract Management

• Oversees and measures the fulfillment of contractual obligations.
• Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
• Develops strategies to address under-performance and compliance failures, including application of contract terms.
• Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects.
• Negotiates variations and seeks appropriate authorization.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
• Develops and implements change management protocols.

Other

• Carryout any other reasonable duties as requested.

Skills:

• Excellent interpersonal, verbal and written communication skills
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• Ability to effectively delegate work to team members
• Must have the ability to work methodically in a fast-paced, time-sensitive environment
• Demonstratable ability to apply critical thinking to problems and tasks
• Builds and maintains an in-depth knowledge of technology within the life sciences industry and how they affect customers adopting our products
• Ability to identify and implement process improvements
• Proactively participates in skills improvement training and encourages their teams to participate
• Ability to identify the appropriate leadership style to manage the individuals in their team
• Maintains an up-to-date awareness of trends, tools, technology, techniques and processes that affect testing and technology within the Life sciences domain
• A self-starter and able to work under own initiative

Knowledge and Experience:

• Proven experience mentoring colleagues
• Professional experience in JIRA Service Management, Major Incident Management, Problem Management, change management, Asset and request management, Project Management, Stakeholder communication and People Management is required.
• Experience using tools to communicate progress to Stakeholders
• Experience of regulated environments (GxP, Financial, etc…) or relevant testing experience from another domain that is transferable
• Understanding of Agile methodologies (preferably Scrum), UML, Object Orientated, Data
• Modeling, Process Modeling and/or other development methodologies
• Experience of working in and knowledge of the life sciences sector
• Solid Professional experience in the same or very similar role

Education:

Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience

English: