Manager (IT Service Management (ITSM))

City of Bristol, England, United Kingdom

Squarcle is an independent strategy and operations consultancy. We are dedicated to ensuring that our clients have both a well-defined strategy and a supply chain that are aligned to provide a performance advantage. Squarcle is a people orientated organisation that prides itself on its culture and strives to build a family of high performing experts to tackle the constantly evolving challenges of the global supply chain. Unlike many consultancies Squarcle is as equally dedicated to delivery as it is to design.

The Technology Services department is responsible for providing expert Technology Services advice to clients that operate within a fast-moving global environment. The team is made up of subject matter experts that work a manager/senior Services and provide evidence and insight to support the work of the broader department. Working together or independently each role will be expected to work, onsite and remotely, with our clients to help them resolve their most complex and exciting technological challenges.

Squarcle is committed to equality and diversity. Our aim is to build a diverse, dedicated, and high-performing team of subject matter experts to help our clients achieve supply chain and operational excellence.

As an ITSM Manager, you will play a pivotal role in driving IT service excellence and process improvement initiatives for our clients. Reporting to the Head of Technical Services whilst collaborating directly with clients, you will lead teams of consultants and analysts to deliver high-quality IT Service Management (ITSM) solutions and insights that align with our clients' business objectives. Your responsibilities will include championing the adoption and optimisation of digital tools and methodologies across the organisation, ensuring that our clients derive maximum value from their digital investments. In addition to this you will be expected to drive the ITSM capability development initiatives. You will also help sustain the businesses IT infrastructure and ITSM processes and policies.

Primary duties of the ITSM Manager are:

Client Assessment: Conduct comprehensive assessments of clients' ITSM practices, including process maturity, organisational structure, technology infrastructure, and business objectives. Directing system testing and validation procedures.

Process Design: Design customized ITSM processes tailored to clients' specific requirements and aligned with industry best practices and frameworks (e.g., ITIL, COBIT, ISO/IEC 20000). Consulting with departments or customers on project status and proposals.

Implementation Planning: Develop detailed implementation plans outlining the steps, resources, and timelines required to deploy ITSM processes effectively within client organisations. Analysing information to recommend and plan the installation of new systems or modifications of an existing system.

Technology Integration: Collaborate with clients' IT teams to integrate ITSM processes with existing technology platforms, including service desk software, monitoring tools, and IT asset management systems.

Change Management: Provide guidance and support to clients in managing organisational change associated with the adoption of new ITSM processes, including stakeholder communication, training, and resistance management. Conferring with Project Leads to obtain information on limitations or capabilities.

Performance Measurement: Define key performance indicators (KPIs) and metrics to measure the effectiveness of ITSM processes and establish mechanisms for ongoing performance monitoring and improvement. Evaluating existing applications and performing updates and modifications.

Documentation and Training: Develop comprehensive documentation, training materials, and knowledge repositories to facilitate the adoption and sustainability of ITSM processes within client organisations.

Continuous Improvement: Lead continuous improvement initiatives to optimise ITSM processes, identify areas for enhancement, and implement corrective actions as needed to ensure alignment with evolving business needs and industry trends.

Developing technical handbooks to represent the design and code of new applications.

Conducting liaison with senior internal and external stakeholders on behalf of the client to establish the delivery strategy, timing and critical management issues affecting the project.

Chairing internal and external meetings and leading workshops with senior executives.

Building strong client relationships, including presenting recommendations to clients with confidence.

Managing the client’s expectations and delivering change as required.

Working effectively in diverse teams within an inclusive team culture where people are recognised for their contribution.

Conduct performance reviews and annual appraisals for all direct reports.

Lead, coach and mentor team members.

Champion Squarcle digital capability externally through online channels.

Secondary duties of the ITSM Manager are:

Support business development by contributing to the development of proposals and tenders.

Commit to continuous development by supporting the innovation of our offerings and the organisation of team events, training sessions and recruitment activities.

Develop Squarcle ITSM policies.

Knowledge, Skills and Experience (Essential)

Bachelor’s degree in computer science, Information Technology, or a related field; Master's degree preferred.

Certification in IT service management frameworks such as ITIL Foundation, ITIL Practitioner, or ITIL Expert.

Proven experience (10 + years) working as an ITSM consultant or in a similar role, with a track record of successful ITSM process design and implementation.

In-depth knowledge of IT service management principles, methodologies, and best practices.

Strong analytical skills with the ability to assess complex ITSM challenges, identify root causes, and develop effective solutions.

Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels of the organisation.

Project management experience, including the ability to lead cross-functional teams and manage multiple projects simultaneously.

Familiarity with ITSM tools and technologies, such as service desk software, IT asset management systems, and ITIL-compliant service management platforms. Experience of applying programme / project methodologies.

Strong written and verbal communication skills.

Experience of managing and influencing senior internal and external stakeholders in a complex and challenging environment.

Excellent interpersonal skills and an ability to work in multi-disciplinary environments.

Ability to adapt to rapidly changing circumstances and to think creativity to solve client issues.

Advanced communication, presentation and IT skills.

Knowledge, Skills and Experience (Desirable)

Experience working with Defence.

Knowledge of Solutions Architecture

Knowledge of Cloud solutions, such as AWS and Microsoft Azure

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