IT Service Manager

IS Service Manager
RAF Brize Norton, Oxfordshire
SF33992

About the role

Here at Babcock International we are recruiting an IS Service Account Manager. You will manage BIS delivered aspects of CIS service to AirTanker (ATr) through the Future Strategic Tanker Aircraft (FSTA) contract.

Your day-to-day duties will consist of developing a team of six, managing and continuously improving the service, provided to our client from BIS. The role will also be focused on improving operations internally, where we provide IT services to 1000 users.

You will be responsible for ensuring that key business stakeholders within the Babcock FSTA contract and AirTanker (ATr) customer community receive information regarding BIS Service, ensure that relevant forums are established to discuss KPI/SLA performance and areas for improvement and drive that improvement through the operational teams and 3rd party suppliers.

The role is based at RAF Brize Norton with options to work from home and some expensed travel to our offices in Portsmouth.

This is a great proposition which is very much a blank canvas where you will be able to make quick wins and have the opportunity to improve the service. We offer progression across the Airtanker account and Babcock.

Key responsibilities will include:

• Communication with customers to resolve technical IT incidents, provide updates and work together to improve the overall customer service
• Primary escalation point for BIS incident and service related issues and customer feedback (including complaints) - this will include leading out of hours response to critical incidents
• Primary escalation point for BIS related projects and representing FSTA project interests in Portsmouth
• Lead and proactively seeking continual improvement in service, security, cost and quality
• Close liaison with the Aviation Business Relationships Manager, as well as creating positive relationships with all departments in Babcock Information Services, AirTanker and Third Party Organisations
• Create a better understanding of BIS offerings and service, including ensuring a fluid flow of information about improvements and future core services

What do I need to do the role?

You will need extensive experience as an IT Service Manager/IT Service Account Manager and be an ITIL Practitioner or Expert.

You must have extensive experience working in large scale enterprise environments and understand the need to constantly be driving improvements for service.

You must have excellent communication skills, with a good understanding of IT and its relationship to the business.

What else do I need to know?

The successful candidate must be able to achieve the appropriate security clearance level for this role.

About Babcock International

For more than a century, Babcock, the Aerospace and Defence company, has been trusted to deliver bespoke, highly-skilled engineering services. We help customers in the UK and around the world to improve the capability, reliability and availability of their most critical assets within the four market sectors of Marine, Land, Aviation, and Nuclear, underpinned by a deep understanding of technology integration, unique infrastructure and specialist training.

We're committed to providing a great employee experience in a supportive and engaging environment. The benefits you can expect to enjoy include a generous holiday entitlement, competitive money purchase pension scheme with life assurance and a share ownership scheme. You'll benefit from excellent career and learning and development opportunities to ensure that you grow and achieve your full potential.

Application Guidance

All applications should be made online. Please use a desktop PC or laptop to create your account and apply for a job. Once you've completed this you'll be able to apply to jobs from mobile devices. If you experience difficulties please check our career website for more information. Recruitment correspondence is normally by email so please check your email account and spam folder regularly.

Strength in Diversity
Advancing an inclusive and diverse Babcock

In Babcock, we are committed to equality of opportunity and we appreciate and value the benefit we get from the different life experiences of all of our colleagues. We will continually strive to improve the diversity within our organisation because we know we're not representative of the society we work within and we want to change that. Although we have some way to go to achieve our ambitions, we want to continue to attract the best talent, no matter who they are or how they identify. This will ensure our culture is one centred around respect and inclusivity with people at the heart of what we do. Not because we are the same, but because we accept individuals for who they are and value their differences.

Armed Forces Covenant

We are proud to support the Armed Forces community by honouring the Armed Forces Covenant. We recognise the value that Serving Personnel, both Regular and Reserves, Veterans, Uniformed Cadet Instructors and Service Families contribute to our business and the United Kingdom. As part of the Covenant, Babcock offers Reservists and Uniformed Cadet Instructors up to 2 week's special paid leave to help them meet their commitments. To find out more please check our career website for more information.