Associate Director - Service Management

Associate Director – Service Management

Full job description

About i3Works

i3Works is a dynamic and fast-growing Digital, Data and Technology, Project Management, and Transformation consultancy. i3Works prides itself on efficient and effective delivery. Our goal is to become the most trustworthy company within our core industries, exceeding the expectations of our clients and making a real difference.

Our values are at the very core of who we are and what we represent. We treat everyone in the business with respect, dignity, and support, and we go the extra mile to help each other thrive, ultimately for the benefit of our clients.

We work within the defence, nuclear, central government, and third sectors across the UK. Founded in 2014, we’re a fresh, vibrant, agile organisation where our staff have a direct influence on how we develop and grow our expanding business.

Overview of the role

The role of the Service Management team is to provide value to customers through a set of specialised organisational capabilities in the form of services. It is a customer focussed approach to delivering information technology, ensuring operational service levels are achieved in agreement with customers and that services and solutions run smoothly and adhere to appropriate SLAs.

In addition, the Service Management function is responsible for the Processes and Procedures which have an impact on the service being delivered, ensuring that they are efficient and effective and providing the best possible service to the customer.

The team is consistently looking to review and evolve current ways of working, to drive improvement in efficiency and effectiveness which you will play a part of.

The Associate Director – Service Management will be responsible for the operations of the Service Management function. You will lead the operational running of the Service Management team and will act as the primary interface between sector and other functional heads of the business.

You will also work with Customers, Projects, 3rd Parties and key stakeholders, to ensure that everyone understands the service and how to consume it - ensuring SIAM process, procedures and information are available and understood by stakeholders to support the service.

Ideal candidates will possess ITIL qualifications, and be capable of working in high pressure, challenging environments. A background working with/in Defence will be highly advantageous.

Responsibilities

• Leading the Service Management team
• Ownership of the Service Management strategy, with updates briefed to the SLT and other DDaT teams
• Partnering with sector and service heads from across the business to ensure that the service is meeting business needs
• Routine reporting on service performance (monthly Operations meeting) including the identification of performance issues and escalation to management
• Oversight of the operation of the service management process framework and associated training requirements

Skills and capabilities required

Essential

• Extensive experience in a Service Management leadership role where you have led and driven a service culture
• Track record of creating and implementing Service Management processes and driving Continual Improvement
• Experience of engaging with stakeholders at all levels of an organisation
• Excellent communicator, influencer, and collaborator
• Service Management frameworks such as ITIL and SIAM
• Common Service Management platforms such as Remedy, ServiceNow, HPSM9 and Hornbill
• Understanding of IT and technology (ideally within a Defence and/or public sector environment)
• Experience of involvement in Service Management governance
• Hold or have previously held Security Clearance and capable of receiving it again

Desirable

• Defence or Public Sector experience
• Experience of taking new services to market

Benefits

• Private Healthcare/medical cover
• Group life insurance
• Annual bonus scheme (performance dependent)
• 23 days holiday plus bank holidays (increasing by x1 day per each calendar year with the company – rising to a maximum of 30 days + bank holidays)
• Annual leave buy/sell purchase scheme (can purchase up to 5 days per year).
• 5% company pension contribution
• £250.00 donation towards a Grassroots Organisation or Charity.
• Mental Health and General Wellness benefit (2 sessions per calendar month with a maximum value of £60.00 per session)
• Occupational Glasses: i3Works will reimburse a portion of the costs associated with occupational glasses and lenses
• Electric Car Leasing Salary sacrifice scheme
• Cycle to Work Scheme (save 25-39% on a bike and accessories)
• Paid qualifications through the i3Institue for employees at all levels
• Additional paid sick leave cover for COVID-related sickness absences.
• Staff referral bonus scheme

Hybrid working pattern

Job Type: Full-time

Salary: £80,000.00-£90,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free or subsidised travel
• Gym membership
• Life insurance
• Private medical insurance
• Referral programme
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Bristol: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Bristol

Reference ID: i3PP-94