IT Service Manager

PAREXEL Informatics is one of the industry’s leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of PAREXEL International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.

This role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment and the feel of an innovative technology company.

Job Purpose:

The role of the IT Service Manager is to ensure that value is achieved through the delivery of a specific, or set of, IT Services, whether delivered through internal or external service providers. They ensure that the services are delivered as expressed in the Service Definition or Statement of Work and service levels are maintained and improved.

The role takes a holistic, end to end perspective of the Service(s) and ensures that any cross-functional or internal/external team or technology issues are minimised and do not negatively impact on the customers of the service(s).

Key Accountabilities:Monitor and ensure the compliance of the IT Service Provider(s) (internal and external) against the Service Definition, Contract, Statement of Work or Service Level Agreement.Conduct regular performance reviews, monitor service level and service management issues, initiating corrective actions as required with IT Service Providers (internal and external).Oversee the planning and forecasting of service consumption and quality of service across services, working with IT Demand Management and IT Service ProvidersForecast demand for specific IT Services. Coordinate demand for services, projects, and business plans to ensure priorities are managed.Ensure IT Service Customer/Consumer satisfaction with the IT Services delivered.Ensure the highest level of IT service quality, closely liaising with IT Service Providers, Service Management process owners and managers, Corporate IT, Solution Groups, and other stakeholders etc.Establish operational metrics and performance reporting; track (internal and external) Service Provider performance and ensure end-to-end viability of service levels.Provide summary service performance metrics into consolidated service reporting, internally and to external customers as needed, with supporting analysis and commentary. Represent the IT Service to internal or external governance or review meetings as needed.Communicate important business or technology policy changes that affect operations to IT Service Providers.Manage relationship with IT Service Providers to ensure the effective delivery of services to Customers and other service consumers, business executives and employees.

SFIA Skill Levels

Service Level Management 5Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levelsSupplier Management (SFIA7) 5Manages suppliers to meet key performance indicators and agreed targets. Manages implementation of supplier service improvement actionsRelationship Management 4Implements stakeholder engagement/ communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information.Contract Management 5Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms.QualificationsKnowledge & Experience:The role holder is an experienced practitioner and subject matter expert in the field of IT Service Management with at least 8 years’ direct and relevant experience and has wide-ranging experience.They use professional concepts and company objectives to resolve complex issues in creative and effective ways. Contributes to the development of new concepts, techniques, and standards. Is recognized as an expert in own area within the organization.Has extensive experience of managing IT service delivery performance of infrastructure services across multiple service towers (compute & storage, networks, end user computing, application services).Has been involved with improvement initiatives for service management and service performance management practices.Has experience of using tools and software to support the execution and optimization of SACM processes.Has experience communicating across operational, business and customer boundaries, and is able to communicate IT service performance in non-technical, business-oriented language.

Education:Bachelor’s DegreeITIL Intermediate level certification preferred

In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.

Apply today to begin your journey!