IT SERVICE MANAGER

Summary

Grade : 3B

Contract Type : Perm

Location : London / Chesterfield / Remote

Reporting to : Service Manager

Division : Horizion IT GLO Team

The Purpose of the Role

• Manage the BAU delivery of IT services to Postmasters, their colleagues and branch network
• Be an advocate for the Postmasters and deliver a high quality customer centric service that ensures a good postmaster experience
• Ensuring service levels to our Postmasters are maintained to the highest standards exceeding availability targets.
• Working with the wider IT and operations teams across the business and supply chain to deliver strong ITIL processes
• Measure, report and improve the delivery of key ITIL services
• Working to support delivering of key initiatives and objectives as part of the wider Horizon IT Service team.
• Manage and work in close collaboration with third party vendors to achieve service excellence. This will require the individual to ensure consistent process across vendors, SLA compliance and to undertake service escalations as appropriate.

Qualifications, Experience & Skills

• ITIL processes and IT service processes
• Demonstrates customer first thinking and behaviors.
• Has suitable background in service related roles e.g. service desk, analyst, etc.
• Role-models continuous improvement.
• Has a proven track record of effective team working and role-models the team ethic.
• Understands the value-add to the customer and external partners / clients.
• Ability to deliver the services consumed within the agreed 3rd party supplier contracts
• Track record in proactively engaging and improving the overall quality of service delivered by IT.
• Experience of managing outsourced relationships.

The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the countrys most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously.

Were the UKs largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide more than all of the UKs banks and building societies put together.

We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs.

Thats why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails.

And were improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we.

Securing the future Post Offices future :

We are working hard to ensure that the next chapter of the Post Offices history is a bright one. We are the current guardians of an iconic business and we want to hand over a thriving network of branches which can continue to provide essential products and services for our customers for many years to come.

This is a uniquely exciting and challenging time for the Post Office were shaping the future and creating a business we can all be proud of.

Working at the Post Office :

Post Office colleagues are the driving force behind our business. Whether they are in our branches or supporting from our offices, we are proud of the energy, commitment and customer focus our people all have in common.

All Post Office people are guided by our three values and behaviours :