ITIL Service Manager

Job DescriptionOver the last 10 years Commify has grown and transformed under Private Equity ownership and now operates across 9 countries including UK, France, Spain, Italy, Romania, Germany, Netherlands, Australia and the USA.Our mission is clear; to make business communication brilliant by leveraging our best in class products that span SMS, WhatApp, Email, VOIP and other communications technologies. We serve over 50,000 businesses globally and send over 5 billion communications on a yearly basis.We have ambitious growth plans to expand our already impressive product portfolio. As a values led business, we recognise our ‘People' are our biggest asset. Do you want to be part of our success story?RequirementsWe are now looking for a Service Manager to join our Tech Ops Department. As a Service Manager you will play a critical role in establishing and maintaining robust incident management processes across our business. In addition to implementing best practices, the role is pivotal in managing major incidents across multiple platforms and territories which deliver continuous improvement through rigorous Root Cause Analysis (RCA) and action resolution.Using previous experience implementing incident management processes, you will scope and evolve our existing process, working with stakeholders across the business to improve how we manage live incidents. You will work at a variety of levels, all the way from coordinating the resolution of major incidents, to influencing the prioritisation of work in Engineering and TechOps teams to resolve root cause issues and improve service.Ultimately, your role is to help the business improve how we react, respond and resolve major incidents which ultimately improves our software, customer experience and communication.Incident Management Process Implementation: Develop and implement a robust incident management process to effectively handle incidents across our various platforms.Incident Response, Resolution and Communication: Lead and coordinate the response to major incidents, ensuring quick resolution and minimal operational disruption, with clear communication to various stakeholders from executives, senior managers and customers on progress, severity and impact.Root Cause Analysis (RCA): Conduct thorough RCAs for incidents to identify underlying issues. Communicate findings clearly to relevant stakeholders and ensure that all actions identified from RCAs are tracked and resolved promptly, to prevent recurrence and improve systems.Continuous Improvement: Continuously assess and improve the incident management process, integrating best practices and lessons learned from past incidents. Also, implement and improve processes for newly acquired businesses and platforms to increase the maturity of incident management.Team Collaboration: Collaborate with Technology, Sales, and Customer Success teams to ensure a coordinated approach to managing incidents.Compliance and Reporting: Adherence to regulatory requirements and policies, and provide regular reports on incident trends, RCA outcomes, and action status.On-Call Escalation Management: Participate in the out-of-hours Escalation Manager rota, providing leadership and decision-making support in critical situations alongside other managers.BenefitsCompetitive Salary up to £70,000Company Bonus Scheme based on performancePrivate Healthcare & Dental27 days annual leave plus Bank HolidaysBirthday off work5% employer pension contributionDeath in service (4x salary)£350 Christmas voucherMonthly/quarterly socialsTraining & Development opportunitiesHybrid working
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