Service Management Lead (Full Time)

Closing Date: 17th July

Salary: £35,000.00 per annum

We also offer 26 days’ annual leave (+ public holidays) on starting, matched pension contributions up to 5%, enhanced pay when taking leave as your family grows, income protection insurance, a health-cash plan and a wide range of wellbeing and mental health support services.

Location: Our office is based near Stoneleigh in Warwickshire, and we’re typically working from there 3-4 days a week with some limited flexibility to work remotely.

Hours: Our usual full-time hours are 35 a week – with an early finish on a Friday! We offer other flexible work options, such as compressed hours, which we’re happy to discuss.

This role exists to ensure that a responsive and effective service is given to all BHS end users, that incidents are effectively prioritised, assigned, and resolved and/or escalated, and that any negative business impact is minimised.

What you’ll be doing:

Ensuring that all service incidents and requests are being effectively managed and where required escalated in line with the agreed criteria.

Undertaking the day-to-day management of service suppliers, working with the Technology Finance and Governance Officer on retenders and renewals.

Line managing the Service Support Officer, to ensure their support training and development needs are met.

Providing efficient and responsive 2nd line technical support to all colleagues across the charity.

Developing and owning service management metrics and reporting.

Identifying, implementing and continually improving ITIL service management practices across Technology team.

What you won’t be doing:

Struggling to find ways to develop your skills and knowledge

Wondering what to do next

Have the same day twice

This is a great role for you if:

... Have a genuine desire to consistently deliver excellent IT Support services

... Are an experienced 2nd Line support engineer, with excellent troubleshooting skills

... You enjoy being able to utilise, technical, management and planning and negotiation skills

... Would like the opportunity to continually manage, monitor and evolve the It support service and processes.

... Thrive on building strong and trusted relationships with colleagues and suppliers and possess the ability to set their expectations

... You want to work in a supportive team that works well under pressure and has the resilience to get the job completed

... You want to work in an organisation that supports you to bring your full, authentic self to work and is working really hard to be a beacon of inclusion in the equestrian sector.

The British Horse Society is committed to achieving equity for all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better organisational outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all employees.

We therefore strongly encourage suitably experienced people from a wide range of backgrounds to apply.

Only suitable candidates will be contacted directly about this position, and we will not store or process the data of candidates for longer than is necessary for the recruitment process.