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SalaryJoin us as an IT Service Manager and take the lead in ensuring the stability and integrity of some of the National Trust's key production IT Services. Salary: £43,000 Full Time Equivalent
The role is offered on a 30 hour a week contract, pro-rata salary equates to £34,400. What it's like to work here You will be joining an IT Operations team of 11 service minded IT professionals who really want to drive forward the maturity and efficiency of our IT Operations in line with the needs of the Trust. We use ITIL as our guiderail for our processes and it’s the benchmark against which we measure our growing maturity.
Our team is dedicated to maintaining the stability of our IT services. As an IT Service Manager, you'll be part of a talented team who are driving service excellence. In terms of IT Service Management, we’re working on developing our maturity level in this field and you will be a key contributor on that journey. We have some great tools at our disposal, and strong relationships to build on. We are a supportive organisation and invest in our people’s development and careers. We are connected to the Trust’s cause and there is a strong line of sight from what we do, to the conservation of nature, natural history and historic buildings, for everyone.
Your contractual location will be our head office in Swindon and there will be an expectation for you to attend the office. However, there is flexibility on where you are based at other times. You will be required to work at a National Trust location for 40-60% of your working week. This will be discussed in more detail at interview.
What you'll be doing You will be part of the IT Service Management function who are part of the larger IT team. We’ll be looking for someone to:
•Responsible for monitoring and reporting on service KPI’s across the service, investigating breaches identifying improvement initiatives to improve service •Ownership of service issues and escalations coordinating internal IT teams to ensure resolution •Develop and maintain relationships with key internal and external stakeholders •Act as a point of contact for the customer to ensure that services are delivered to an agreed standard •Produce monthly service reports for customers together with analysis and interpretation of service trends including but not limited to KPI’s, Escalations, Risks, Continual Service Improvement and customer experience. •Conduct and lead regular service reviews inline with our IT Service Management framework •Responsible for the service governance framework is embedded within the services for which you are responsible
Who we're looking for You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what is possible. For this position we’re looking for someone who has:
•Working knowledge of IT Service Management qualifications (ITIL v3 or 4 as a minimum) •Experience leading service review meetings translating IT “jargon” into something meaningful for stakeholders •Clear and concise communication skills, both written and oral •Problem solving skills, time management and organisational skillsExperience presenting and communicating to a broad base of stakeholders from Directors to colleagues with no IT experience •Working knowledge of continual service improvement lifecycle •Operational and end user focussed •Knowledge of IT Service Management tools e.g. Service Now •Technical understanding that can underpin your ability to deliver the responsibilities for the role
The package
The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.
- Substantial pension scheme of up to 10% basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Tax-free childcare scheme
- Rental deposit loan scheme
- Season ticket loan
- Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most Trust places
- Independent financial advice
Click here to find out more about the benefits we offer to support you.
