Senior 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.
As the Senior IT Service Manager at BDO, you will take the helm of our IT Service Management team, steering the Change function within the IT Department. Your role is critical in shaping the strategic direction of the team and ensuring a robust partnership between the Business Departments and our IT Department. You'll also:

• Manage the implementation, development, and maturation of the IT Service Management function, ensuring it meets the high standards expected within BDO.
• Direct the strategic course of the IT Service Management Function, aligning it with our business objectives and fostering a culture of excellence.
• Serve as the primary point of contact for the Business department, addressing IT Service escalations, queries, incidents, and requests with efficiency and expertise.
• Champion continuous service improvement, identifying areas for enhancement and driving the IT service improvement programme from inception to completion.
• Act as the key interface for escalations related to Service Management and Delivery, collaborating with Business Partners and internal teams to ensure swift and effective resolution.
• Elevate and cultivate the reputation of the IT Function within the business, demonstrating commitment to service quality and innovation.
• Oversee Disaster Recovery (DR) plans, coordinating with service teams on test execution for critical business applications, and ensuring documentation is up-to-date and comprehensive.
• Monitor and refine the performance of service transitions, ensuring they are executed smoothly and meet our high standards.
• Ensure adherence to agreed SLAs, maintaining oversight of Service Metrics and delivering regular reports. - Prepare and conduct Monthly Service Reviews with Key Stakeholders, providing transparency and fostering strong relationships.
• Engage in vendor service reviews to confirm that service levels meet our stringent requirements.
• Provide robust support for potential or Major Incidents and escalations, managing them effectively and keeping stakeholders well-informed throughout the process.
• Manage the lifecycle of all problems as the Problem Manager, executing the Problem Management process and coordinating the response to problems.
• Support the IT Communications Manager during Major Incidents and significant Changes/Maintenance Communications, ensuring clear and timely information dissemination.

You'll be someone with:

• A thorough understanding of IT systems and infrastructure to ensure you can oversee and guide the IT Service Management team effectively.
• Proficiency in Microsoft Excel, PowerPoint, and Power BI is essential for creating insightful reports, presentations, and data visualisations.
• A strong grasp of IT continuity and disaster recovery processes to ensure our operations are resilient and secure.
• Solid Knowledge in Service Reporting & Statistics, Escalations, Major Incident ownership, Root Cause Analysis, Change Management and Authority (CAB), Problem Management, Service Transition into BAU, and coordinating IT Communications is vital for the multifaceted responsibilities of this role.
• Strong analytical and problem-solving skills to navigate complex issues and drive continuous improvement within the IT department.
• ITIL V3 or V4 Foundation certification, or better, to ensure you're equipped with the latest best practices in IT Service Management.
• Proven experience an IT Service Manager role, where you've honed your skills and built a track record of success.
• Exceptional stakeholder management abilities, ensuring you can build and maintain robust relationships and effectively manage expectations.

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 collaborati