IT Service Manager (Applications)
- Responsible for maintaining close working relationships with Service Provider/Service Partner staff;
- Control and management of regular Service Provider/Service Partner monthly Service Reviews with Service Providers/Service Partners to monitor actual performance.
- Ensure SLA performance where applicable; ensuring that the Service Provider/Service Partner consistently delivers, and that TalkTalk receive the contracted service and support desired.
- Drive and Manage Service Improvement plan In the event of underperforming Service.
- Ensure that effective management and process controls are in place in order that Service Reports are produced and delivered to the timescales agreed with the Service Provider/Service Partner;
- Monitor customer satisfaction and perception of service with key business stakeholders
- Ensure Service Provider/Service Partner metrics for reporting service performance are adhered to and where not in place, work with Service Providers/Service Partners to make provision.
- Develop risk assessments with Service Providers/Service Partners and maintain and drive forward risk mitigation plans and continuity planning with our Key Service Providers/Service Partners;
- Work with Service Providers/Service Partners to develop offerings which can automate, drive down cost and contribute to a more efficient business through the introduction and management of Service Improvement Plans.
- Monitor Service Credits due where applicable, through performance monitoring.
- Where new services are being introduced, across IT Operations (new service start up), ensure appropriate service levels are in place, monitored and reported against.
- Accountable for the Preparation and maintenance of service documentation.
- Manage Third Party suppliers to contractual obligations that underpin our partner delivery.
- Authorised to create, amend, and publish updated policy documents to new version
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.
Benefits
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My Wellbeing
We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.
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My Products
We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).
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My Flexibility
We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.
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My Benefits
Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.