IT Service Manager

We're currently recruiting for an IT Service Manager to join our IT Service Management team.

This is the perfect opportunity for a proactive and customer focussed individual, who enjoys working with their colleagues and third parties. You'd be ensuring that the IT department, through its provided services, continue to add value to the National Trust and enable our wider cause.

We're looking for someone who has worked within a busy and sometimes challenging environment and subsequently has the right skills to work as part of a wider IT Operations team, and related Service Delivery areas and stakeholders.

What it's like to work here

You'll be joining an IT Operations team of 16, who are made up of IT Service Managers, IT Supplier Managers, IT Asset Managers, an IT System Administrator, and an IT Change Manager. The team really want to drive forward the maturity and efficiency around the functions in line with the needs of the Trust. We have some great tools at our disposal, and strong relationships to nurture and develop.

We are a supportive organisation and invest in our people's development and careers. We are connected to the Trust's cause and there is a strong line of sight from what we do, to the conservation of nature, natural history and historic buildings, for everyone.

Your contractual location will be our Head Office in Swindon. However, there is flexibility on where you are based. You will be required to work at a National Trust location for 40-60% of your working week. This will be discussed in more detail at interview.

What you'll be doing

You'll be part of the IT Service Management function within the wider IT team. In this role, you will work primarily within IT Operations while also collaborating closely with a range of stakeholders across the Trust. This includes building strong working relationships with internal technical teams and, where relevant, third party vendors who support the Trust's services.

A key part of the role involves assisting with the definition and measurement of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the services provided by National Trust IT. You will also act as a point of escalation for the wider Trust community on matters relating to IT services, helping to ensure issues are addressed effectively and promptly.

You will be responsible for holding regular service review meetings with key stakeholders and producing reports on important service metrics, such as SLA performance and service improvement progress. In addition, you will play an active role in developing and coordinating Continual Service Improvement initiatives across your service portfolio, ensuring that services evolve in line with organisational needs.

The role also includes contributing to financial reporting, supporting the team in tracking and understanding the financial aspects of the services under your remit.

Who we're looking for

Applications from National Trust redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:

• Strong knowledge of IT Service Management tools and practices (e.g.; ServiceNow & ITIL).

• Strong relationship building skills, with the ability to influence stakeholders at all levels.

• Proven ability to provide strong governance and oversight of IT services in complex, multi stakeholder environments.

• Ability to translate technical concepts and performance insights into clear, actionable information for both technical and non technical audiences.

• Experience leading Service Improvement Plans and driving service efficiencies.

Additional criteria for all other applicants:

• IT Service Management qualification (ITIL v3 or ITIL v4 Foundation as a minimum).

• Chairing and facilitating Service Reviews with the relevant stakeholders.

• Highly analytical and able to collate and present key management information (including SLAs, KPIs, and service review data)

The package

The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary

• Free entry to National Trust places for you, a guest and your children (under 18)

• Rental deposit loan scheme

• Season ticket loan

• EV car lease scheme (for roles that meet the salary criteria)

• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts

• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

• Flexible working whenever possible

• Employee assistance programme

• Free parking at most Trust places