Join Netcompany in leveraging technological innovations to foster societal transformation.Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations, our offerings are designed to meet diverse business needs.Job Description Based for 3 days per week on our clients site in Leeds, the IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services, and working with teams from IT service operationsA senior IT service manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.Key ResponsibilitiesOur Service Managers are typically responsible for the end-to-end management of Incidents and Requests for one or more of our clients and assisting with proactive Incident Management across our internal IT Services. The candidate will ensure that SLA/KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad-hoc meetings.Manage configuration items, related information, service compliance and risksLead investigative work into problems and opportunities in existing processesLead the collection of information and creation of recommendations for improvementsAbsorb large amounts of conflicting information and use it to produce solutionsAnalyse current processes, and identify and implement opportunities to optimise themLead and develop a team of experts to deliver service improvementsHelp to evaluate and establish requirements for the implementation of changes by setting policy and standardsTake accountability for issues that occur and be proactive in searching for potential problemsAchieve excellent user outcomesInfluence stakeholders and manage relationships effectivelyBuild long-term strategic relationshipsFacilitate and deliver business outcomesUnderstand the core technical concepts related to the role, and apply them with guidanceCollaborate with user researchers and can represent users internallyExplain the difference between user needs and the desires of the userChampion user research to focus on all usersPrioritise and define approaches to understand the user story, guiding others in doing soOffer recommendations on the best tools and methods to useQualifications Demonstrable experience within Incident/Request Management Practicerequired with end-to-end management of incidents and service requests.Proficient use of ticketing toolsets including ServiceNow for effective Incident and Request queue management.Self-motivation, flexibility, initiative, and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidates ability to efficiently deliver within the role with minimal intervention.Experience of working in a fast-paced ITIL aligned environment and demonstrate a passion for Customer Service and Continual Improvement.Good understanding of core ITIL Service Management practices within an Enterprise environment - ITIL Foundation level certification is highly desirable.The candidate must have experience of differing support models and be able to appraise these against defined SLAs, KPIs and OLAsThe candidate must be delivery focused with a positive can do attitude.Good oral and written communication skills are essential to ensure all parties associated with the service always have a clear understanding of the status of the service and associated tasks.Experience of working in a multi-provider or SIAM environment would be advantageous.Strong attention to detail and the ability to maintain effective control over many tasks in parallel.Experience in Key Stakeholder managementAdditional Information EssentialsMust be willing to do UK based travel for projects.Must have the right to work in the UKBenefits includeHybrid working model with some flexible working25days holidayPrivate Medical Health care via VitalityPension contribution, Life AssuranceProfessional certifications supported as part of learning and development.A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.Company informationJoin Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees Choice Awards for 2024.At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.We are a Disability Confident Employer and are committed to creating an inclusive and diverse environment that celebrates every individual. Our recruitment processes are based on individual merit. If you require any reasonable adjustments or additional support during the interview process, please email HR Team at reasonableadjustmentsnetcompany.com for assistance.TPBN1_UKTJ