Service Manager in Peterborough - IT Naturally | B Corp | MSP

Job Description Join our Team
At IT Naturally, our team is like a family, we put people first whether that’s each other or the customer so in return, we look after you.
We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All of our team are experts in their field, and we reflect that in our company name. We pride ourselves on our customer service and our solutions. We love turning a challenge for our customers into something simple and manageable.
We are always looking for new experts to join us who have ideas, want to be heard, and are put first. We actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment, or other practical support where required.
Our employee selection process comprises of a psychometric test, an initial teams call, and a face-to-face interview.

We are unable to offer sponsorship for this vacancy.
We offer a hybrid working environment with 2 shifts in our Peterborough office.
Salary: £40,000 - £50,000 + On call allowance (Depending on experience)

Role Overview
As a Service Manager at IT Naturally you will be responsible for ensuring that the processes required to deliver the services are managed. ensuring roles and responsibilities for the processes are defined, and processes are designed, implemented, and improved.

Role Responsibilities
Monitoring service performance against SLA / SLM activities for the products and services in line with the Statement of Work and company standards
Creating and tracking the Service improvement plan (SIP) including quality assurance
Own the problem management process, proactively coordinating resolutions with customers, third parties and internal teams.
Publication of regular service reports and review with key stakeholders and suppliers
Respond to escalations and to high priority incidents which may require escalation and assist with any management support.
Ensure all ITSM policies are adhered to.
Provide project / service transition support around Stakeholder communications for planned & unplanned service interruptions (Outages, maintenance etc)
Accountable for the resolution of priority 1 and 2 incidents, ensuring that they are resolved in line with the business defined major incident policy, process, and communication plan.
Responsible for conducting root cause analysis on all priority 1 and 2 incidents, seeking, and addressing process failures to identify lessons learnt and continuous improvements.
Contribute to a 24x7 On-call rota to manage P1 and P2 incidents.

Role Requirements
5+ years industry experience IT service management
Service reporting experience and ability to interpret metrics.
Outsourced / Service integration service management.
Demonstrable experience of creating and owning a Service improvement plan
Knowledge and application of ITIL service management processes
An understanding of Service improvement activities
Service outcome focussed.
Can hit the ground running and self-motivated.

What We Offer
Competitive employee packages that include:
Private healthcare with Bupa
Critical Illness Insurance
Life insurance
Company Pension with up to 6% matched contributions
Personal training plan
Internal career development
Hybrid working: 2 days a week in our Peterborough office
Cycle to Work Scheme
Casual clothes and some branded clothing
Your Birthday off

About IT Naturally
IT Naturally is a carbon neutral IT Infrastructure service provider. We want to use tech as a force for good to work together to build a better world.
We truly care about our employees, their lives, their job satisfaction, and development. We understand that our people are everything and are proud to have been awarded Investors in People at the Silver level in our first assessment.

Our Values
We are human, skilful, and playful and look for these attributes in our employees. Are you inclusive and caring; take ownership of everything you do and can be light-hearted when the time is right?
Our customers are mainly medium to large corporates who share our values, and we also have the key accreditations enabling us to deliver to the public sector.
We welcome applications from people with backgrounds that are traditionally underrepresented in tech and truly believe diversity is the key to creativity and innovation.