Service Manager Information Services (IS), Based at Burford offices
Permanent, full Time
We are one of the UK’s leading rehoming organisations for animals. We support sick, injured and homeless pets and care for more than 40,000 animals every year through our rehoming, veterinary and education programmes. Our Information Service team have a very important role - we support the organisation and allow it to deliver truly exceptional work to our clients and their pets. We are looking for a knowledgeable and committed Service Manager, to help us support Blue Cross and continue to help pets throughout the UK.
What is the role?
We have an exciting opportunity for an experienced Service Manager to join our Information Services team, to provide outstanding support to colleagues and ensure we are delivering the highest standard of service to the organisation. You will have substantial experience in service delivery within a similar environment and be able to bring that experience to this role. The role will involve substantial user, supplier and team engagement to ensure we are continually improving the service we offer to the organisation.
The Service Manager has overall accountability for defining and managing the I.T. Services and Service offerings, ensuring those services meet the business needs and are delivered in accordance with agreed organisational requirements, and managed through the Service Lifecycle Process.
Representing the end user, the Service Manager must influence, develop and support the teams across I.S. and external 3rd party providers to ensure that there is effective definition, management and reporting of organisational Incidents, events, changes, problems and requests.
The successful candidate will have strong I.T., SLA and Service improvement knowledge with the ability to effectively communicate with, and, influence external 3rd parties and internal stake holders at the appropriate level.
If you like variety then this is the role for you, each day will certainly be different, helping to both develop the IS function and deliver outstanding services to our end users. We have a large office in Burford, 3 veterinary hospitals located in London, 1 hospital in Grimsby, 16 rehoming centres and 54 retail units across the country. The role could involve working with or at any one of these sites during a typical day.
The IS team is made up of three teams being responsible for the technical, application and data reporting. As a member of the IS team, there will be an element of travel to our various sites and occasional out of hours working. We will fully support training to further develop your career.
Based at Burford with homeworking supported when agreed with the line manager. Working hours in line with the Blue Cross Flexible working policy 8 a.m. - 6 p.m. with core hours 10 a.m. - 4 p.m., 5 days a week (35 hours per week).
What is required?
We are looking for a person with the following experience:
• Experience in a Service Management role, in a technical or non-technical position
• Experience of defining and establishing Service Level Agreements and Service Level Descriptions
• Supplier Management Experience
• Creation and Implementation of Service Management Policies and Procedure
• Technical Background
• ITIL V3 or V4 Certified
• Strong communications skills, including verbal and written communications
• Excellent presentations and reports for different audiences, including board level
• Strong Customer Facing Skills
• Good Time Management, including managing schedules and plans
Experienced user of computerized tools and systems, include MS office, Project, PowerPoint and Reporting tools
It would also be great if you had:
? Experience of working for a charity or not for profit.
? Experience of managed services IaaS, SaaS, PaaS etc.
? Managing Small projects (Prince2, Agile).
To apply for this role, all candidates must complete the online application process.
Please note that due to current circumstances, initial interviews may be held via Skype calls.
To read more about the benefits Blue Cross has to offer, please click on the 'What We Offer' tab or paste the following into your browser: https://jobs.bluecross.org.uk/BlueCross/Benefits
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