IT Applications Service Manager, Sales & Marketing

About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want.

Technology in IWG

We’re focused on delivering seamless digital propositions which allow our customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.

https://www.iwgplc.com/

The Role

Service Manager for IT Applications with an extensive background in “Sales & Marketing” but not limited to these areas.

• Have a strong background in applications supporting Sales & Marketing activities.
• Have a full understanding of the current operation of the services from a technical and process perspective and ensure its alignment with the Service Level Agreements with business.
• Ensure the defined process is followed and always seek for improvements.
• Define and monitor business and technical KPI’s for service performance.
• Refine and align the SLAs across all the IWG business units.
• Establish and monitor OLA’s with service providers and internal teams aligned with business SLAs.
• Run problem management and develop service improvements plans.

What you’ll need to succeed

This role ideally suits someone with a strong background in IT Service Management, with a positive personality, comfortable operating autonomously, willingness to serve, able to influence and motivate the teams and implement the culture of accountability. You should be familiar with the customer service standards and processes, show a pragmatic and proactive approach and be able to handle stress to operate under deadlines.

Responsibilities:

The IT Service Manager is mainly responsible for

• Service Level Agreements and quality of the IT Applications Support Process
• Maintain the IT support OLAs per system
• Accountable for the IT Support KPIs/PIs (cross-system)
• Manage reporting on KPIs/PIs and interface with the corresponding business area stakeholders
• Owner of the Continuous Service Improvement (CSI), Problem Management and Retrospectives in the corresponding business area
• Is the SPOC against Business, “Power Users” and System Owners and manages L1 Business Area and L2 Support Leads
• Manage the second level of escalations on IT Applications under her/his business area
• Flow down the priorities at both, ticket and Problem level to the support teams
• Maintain and enhance IT Support reporting and dashboards
• Promote, enhance and follow the defined IT Applications Support Process

Qualifications/Skills /Experience:

• Engineering or BSc Degree with Minimum 5 years IT Experience.
• Strong IT background and extensive experience in IT service delivery or service management roles.
• Good negotiation, communication, and presentation skills.
• Exposure working and interfacing with global support teams.
• Excellent English communication and executive level presentation skills.
• Proven ability to develop strong relationships with stakeholders both internally and externally.
• Organised and analytical mind-set.
• Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience.
• Thrive in an entrepreneurial ‘tech-start-up’ team culture.
• Experience of working in a global and multi-cultural environment and have appetite for fast-paced organizations with global delivery / reach.
• Dynamic working approach, ‘agile’ rapid delivery approach and the ability to think innovatively to solve problems.
• Can demonstrate initiative and ownership of issues through to resolution / completion.
• Good business judgment, a comfortable, open communication style, and a willingness and ability to work with customers and teams.