manager information technology client support.

As a 24x7 operational business, this role is required to be available to participate in the ‘Managers On-Call Rota’. Exact details of the Managers on-call rota will be agreed with you
You'll work with your team to ensure that they are aware of SLA’s and other performance targets
You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes
Develop and maintain good communications within the MMC and across teams.
Demonstrate motivational leadership for the people assigned to you - as manager - provide direction, performance feedback and encouragement to ensure that they continue to develop their skills and overall contribution.
Prepare staffing rotas to ensure that required levels of staffing are available at all times. Strive to resolve or contain issues arising from planned and unplanned staff absences.
Minimise the potential impact of staff turnover through the effective management of recruitment, induction and retention within team.
Undertake effective monitoring of individual and team performance in line with client policy and ensure that formal appraisals are undertaken and submitted to CPE deadlines.
As a management team member, fully participate in the formulation and improvement of policy, process, procedures and objectives that support the departments strategic direction.
As a management team member, effectively represent the department in Client internal meetings - provide feedback to management team as required.
Liaise effectively with Service Managers, Project Managers and others in Client to ensure that we maintain the highest levels of ability to support all Client Solutions to the required standards.
Monitor, measure and report on team performance against agreed metrics and KPIs.


Skills and Experience

A minimum of five years of professional computing and 3 managerial experience is required. At least two of these years should be in a customer-focused Application-centric Operational Support environment, with experience of managing shift staff as preferred.
Experience of running mission critical systems within a multi-site data centre environment
Excellent understanding of ITIL Service Support Processes and relationship with Service Delivery Processes.
Degree or equivalent in a management or computing-related discipline is preferred.
Ability to contribute to the delivery an overall departmental plan as part of a Management team.
Strong motivational leadership skills for developing and maintaining high-performing teams.
Excellent understanding of Operational Service metrics, KPIs and reporting.
Excellent written and verbal communication skills; including handling challenging Client Communications.
Willingness to take ownership of issues and progress to resolution.
Excellent understanding of web site technology
Excellent knowledge and understanding of internet/e-commerce technology and its importance to organisations
Professional computing and managerial experience is required
Experience of managing a customer focused operations team
Experience of working within a managed services environment is advantageous