My well-established MSP Client is urgently recruiting for an IT Service Manager (Tactical) to develop and maintain strong, collaborative relationships with assigned enterprise Clients, acting as a trusted advisor and primary point of contact.
The chosen Candidate will identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided, whilst establishing and articulating business requirements for new services or changes to existing services.
The role will include mediating in cases where there are conflicting requirements for services from different business units, ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.
Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures, ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets.
Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence, reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.
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