Job Description

IT Service Relationship Manager - Inside IR35

We are recruiting for a IT Service Relationship Manager with a proven background in Service Management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

This will be on an initial 6 month contract, remote working with occasional travel to London and Inside IR35.

PRINCIPAL DUTIES AND RESPONSIBILITIES: * Proactively manage a portfolio of business contacts, developing stakeholder relationships and promoting the role of the Service Relationship Manager within stakeholder communities

• Ensure that operational service delivery to colleagues meets expectations and delivers a positive colleague experience
• Identify and manage service delivery risks and issues as they are escalated via business stakeholders
• Ensure effective governance of internal IT service and support providers:

• Chair regular Service Performance Reviews with business portfolios
• Input into and receive feedback from formalized review sessions with key business stakeholders
• Establish metrics for publishing performance statistics to all relevant stakeholders
• Capture CSI opportunities to improve service performance and ensure these are fed into the CSI process
• When Major Incidents occur, as part of a global team, act as the MI coordinator, facilitating and leading the Incident Bridge to restore service as quickly as possible. Follow up with post incident reviews and RCA activities being initiated
• Support the implementation of service improvements and provide stakeholder updates as those improvements become available to them
• Be a point of escalation for business stakeholders, for incident management, major incidents, issues with internal teams or external suppliers and when service failures occur
• Review CSAT survey responses coming back in from business divisions, following up on any dissatisfied comments left by colleagues to understand how their experience can be improved
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Be an ambassador for IT, working across the business in the UK and Europe to provide effective communication on IT matters and build relationships
• Change Management - help impact assess proposed service changes as well as ensuring business impacts and any relevant communication is taken care of ahead of the changes being implemented
• Support for business and service continuity planning - liaise with IT and business stakeholders to demonstrate alignment with business requirements for continuity of service
• Engage with the Mergers & Acquisition procedures for the client, helping to impact assess incoming acquisitions on IT support and vendors as well as supporting the establishment of Transitional Service Agreements for any divestitures and the associated changes needed within IT technical teams

Qualities and Skills required: * Experienced Service Management professional

• ITIL Qualified with excellent knowledge of ITIL service management disciplines
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Excellent written and verbal communication skills

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

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