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IT Service Manager

Full time
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Edinburgh Airport
Aviation & aerospace
501-1,000 employees
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About the role
The IT Service Manager is responsible for the Service delivery of the EAL IT Department.
The role is dual facing, acting as both an IT Service Manager for our own internal customers and with our Service suppliers.

The role holder would be responsible for ensuring service levels for both our customers and suppliers are being met, where appropriate remediations taken in conjunction, or indeed implement improvements and enhance customer satisfaction through these mechanisms. The role holder would also be expected to report on the performance of our internal IT services and IT suppliers’ services.

As part of this role the holder would also be expected to own both EAL IT Asset and Configuration management and our user experience continuous improvement on behalf of the IT team.

You can find out more about the team here

About the recruitment process

For successful candidates, the first interview will be 30 minute conversation over Teams, to understand a bit more about you, your motivations for applying for the role, and to discuss more about the role with the IT Operations Manager.

If successful, the 2nd interview rounds will take place in person (WC 24th), with the IT Operations Manager and Head of IT, lasting around an hour, involving competency based questions around your experience.

What you'll be doing
  • Manage Major Incidents and Problem Management, including business escalations at all levels.
  • Define, measure and analyse IT reports, ensuring service levels across IT are met both to our customers and by suppliers to us.
  • Be part of our customer and supplier meetings, build new customer and supplier relationships.
  • Manage IT supplier service reviews, manage and undertake business Service Reviews, define and agree service levels, and improve service effectiveness and efficiency.
  • Manage asset and configuration management for the EAL IT team, helping to define elements of this such as Life Cycle Management.
  • Recognise standard methodologies through continuous improvement initiatives.
  • Support the transition of services from project life to fully managed and live.
  • Improve and develop the reputation of the IT Function within the business.
  • Be an ambassador for EAL IT, seek improvement through IT service with both our customers and suppliers.
What we're looking for
To apply for this role, you'll need
  • This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years
  • Supplier and Contract Management experience
  • A good understanding of ITSM Frameworks and how to implement these within an IT department.
  • Excellent communications skills, both written and verbal - Can you explain complex problems in simple to understand ways?
  • A genuine interest in helping others - looking to improve the experience of our customers at every opportunity.
  • Perseverance – Can you grind out a long running problem?

Awareness of the following is desirable but not essential:

  • Co-Location Services and Managed Services business models.
  • WAN Technologies
  • SDLAN – Cisco
  • Manage Engine or Similar ITSM tooling
  • SCCM/Intune/Manage Engine or similar asset and patch management tooling.

Candidates should also have:

  • Ability to work with others, as well as independently
  • Attention to detail and analytical skills – Can you recognise a trend?
  • Ability to work under pressure with competing priorities in a 24x7 environment
  • Excellent documentation skills
  • Proven capacity to self-learn

If your experience looks slightly different to what we’ve listed here, we encourage you to still apply. You could add something we didn’t know we needed.

What we'll offer you
  • Pension scheme- employer contributions can be up to 7%
  • 32 days holiday, based on full time roles, increasing with service
  • Annual discretionary bonus
  • Supporting your health and wellbeing- private healthcare after 1 years’ service, access to our Employee Assistance Programme and occupational health services
  • Free car parking on site and when you go on holiday
  • We offer a range of other benefits, find out more here

Why EDI?

We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we’ll support and encourage this every step of the way. As a business we’re driven by our values – they’re at the core of our culture and everything we do. We’re looking for people who will demonstrate these values day-in, day-out. So if this sounds like you, apply now and get ready for your career to take off.

Building a diverse workforce that is inclusive and accessible to all is a priority for our business. As part of this journey, we are proud to be the first UK airport to be endorsed by WORK180. They only recognise great employers for all women. Find out about our policies on our WORK180 employer page.

As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.