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Form of work
SalaryIT Service Manager
Manchester Head office
Permanent – Full time
Salary: £45,000 - £55,000
As an IT Service Manager, you’ll be responsible for the relationship management with key stakeholders across multiple dealerships, OEM’s and internal IT contacts. Delivery against core KPI’s, including quarterly site visits, populating reporting dashboards and hosting regular Service Reviews.
In summary, the IT Service Managers must ensure that:
- Drive IT operations standards and practices across the business
- All service and support functions remain responsive to customer needs
- Adequate reporting and service standards are met for their specific franchises
- Working relationship with OEM’s to collaborate on upcoming changes
- Drive continual service improvement across various areas
- Constant review of IT costs in the business, understanding if there’s opportunity to reduce or deliver increase value of service
- Attend divisional franchise meetings and promote IT operations, embedding yourself into relevant franchises and brands
- Build and manage OEM relationships, driving regular engagement and filter upcoming work into the wider IT department
- Primary escalation point for any IT related matters always ensuring that issues are dealt with effectively and efficiently
- Complete physical visits every quarter to your relevant sites across the UK Mainland, ensuring service levels are met in accordance with customer expectations and agreed KPI’s
- Conduct and present Service reviews to key stakeholders for franchises with accompanying IT service performance packs
- Manage the Continuous Service Improvements for sites and operations developing and improving effectiveness and quality of service
- Ensuring high level of customer satisfaction
- Provide 24 x 7 IT Duty Manager cover (currently 1 week in 6)
Previous account management experience with multiple accounts or large portfolios, strong knowledge in supporting IT systems and customer requirements. Proven ability to engage and build relationships at different levels and experience of an ITIL & IT Service Management environment.
About us:
Lookers are proud to be one of the top three motor vehicle retailers in the UK, representing 32 vehicle manufacturers, selling and servicing a huge range of cars at over 150 franchised dealerships across hundreds of locations throughout the UK & Ireland. We recognise the hard work, flexibility and commitment of our people so we offer an industry leading benefits package. This includes competitive basic salaries plus;
- Enhanced holidays that increase with service
- Eligibility to join one of our car schemes
- Critical illness cover after 2 years and Life Assurance
- Smart Health - free access to support 24 hours a day, 365 days a year
- Enhanced paid maternity, paternity and adoption leave
- For some roles a company car and additional earning potential through commission or bonus.
We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people and we like to celebrate and encourage success at all levels with our annual Lookers Excellence Awards. So? What are you waiting for?
Lookers are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
If your application is successful we will conduct relevant employment checks prior to you starting with us. Depending on the role and responsibilities, these could include us verifying your recent employment, address and credit history. We may also conduct a criminal record check and a driving licence check.
