It Service Manager

Ideas | People | Trust
We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world.
We work with the companies that are Britain's economic engine - ambitious, entrepreneurially-spirited and high-growth businesses that fuel the economy - and directly advise the owners and management teams that lead them.
We'll broaden your horizons
To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They develop, they explore and they implement the new ideas helping us to change the future of accounting, tax and business consulting. But, just as importantly, they maintain the tech that keeps us advancing. By testing and adopting the future of financial technical solutions, they find new and exciting ways to drive us forward. And you could too. In an IT role at BDO, you'll become part of a team that act as the backbone for our business. No matter who you are or what your skillset is, we'll give you the training and support you need to achieve whatever you put your mind to.
We'll help you succeed
Leading organisations trust us because of the quality of our advice. That quality grows from a thorough understanding of their business, and that understanding comes from working closely with them and building long-lasting relationships.
You'll be someone who is both comfortable working proactively and managing your own tasks, as well as confident collaborating with others and communicating regularly with senior managers, directors, and BDO's partners to help businesses effectively. You'll be encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to organisations we work with.
In this role you will act as a direct liaison between the Business and BDO IT Department, being accountable for service level management, reporting, escalations, major incident ownership, root cause analysis, problem management, service transition into BAU, and co-ordinating IT Communications where required. The function will be stream aligned. You'll also:

• Ensure continuous service improvement initiation and track to completion - Identify areas of service improvement and remediation and work to shape the IT service improvement programme.
• Be the interface for escalations associated with Service Management and Delivery, coordinate with the Business Partner and internal representatives to assess what is required for swift resolution.
• Improve and develop the reputation of the IT Function within the business.
• Track Disaster Recovery (DR) plans and co-ordinate with the respective service teams on Test execution for the critical business applications within the landscape including Verifying the application and infrastructure documentation on an annual basis, document failover process, criteria, and timings.
• Monitor the performance of the overall transition and make improvements as and when required.
• Ensure the agreed SLAs are being adhered and tracking and reporting on Service Metrics.
• Preparation of Monthly Service Reviews with Key Stakeholders.
• Participate on required vendor service reviews to ensure service levels are being met.
• Ensure that full support for potential or Major Incidents and escalations are being effectively managed and ensure full assistance with the timely progression or resolution. Being responsive and keeping the stakeholders updated and informed.
• Responsible for managing the lifecycle of all problems. The Problem Manager manages the execution of the Problem Management process and coordinates all activities required to respond to problems.
• Assist IT Communications Manager during MI's, Major Changes/Maintenance Comms.

You'll be someone with:

• An understanding of IT Systems and Infrastructure.
• Strong Microsoft excel, PowerPoint and power BI skills.
• An understanding and experience of IT continuity and disaster recovery processes.
• Experience in Service Reporting & Statistics, Escalations, Major Incident ownership, Root Cause Analysis, Change Management and Authority (CAB), Problem Management, Service Transition into BAU, and co-ordinating IT Communications.
• Strong analytical and problem-solving skills.
• ITIL V3 or V4 Foundation or Better.
• Exceptional stakeholder management.

You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to the business. We're committed to agile working, and we offer every colleague the opportunity to work in ways that suit you, your teams, and the task at hand.
At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development.
We're in it together
Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs.
Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work.
We know that collaboration is the key to creating value for the companies we work with and satisfying experiences for our colleagues, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO.
We're looking forward to the future
At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy.
Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions
We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
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