IT Service Manager
Reporting To: Product Development Director
Location: Rugby, Warwickshire
Remuneration Package: £30-40,000
Applications including CV and covering letter should be submitted via Indeed by 30/09/2022
· Who are you
The IT service Manager will manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.
· Who are we
Lorax EPI is at the forefront of the product stewardship sector, with a passionate team of over 50 professionals based in Rugby, Warwickshire. Established in 2014, we are dedicated to transforming the landscape of environmental compliance through our innovative cloud software solutions and expert consulting services. Our work empowers companies worldwide to navigate and simplify the complexities of environmental regulations, including packaging legislation, plastics taxes, and Extended Producer Responsibility (EPR) regulations.
As a Certified B Corporation® since 2022, Lorax EPI is committed to the highest standards of social and environmental performance, accountability, and transparency. We are proud to be an equal opportunities employer, fostering a diverse and inclusive workplace where every team member is valued, respected, and has the opportunity to contribute to our mission.
· Company values
o Environment
§ In all our operations we aim to do what is right, what is best and what is fair. Operating with ethics in all our business relationships is at the centre of our strategy. We operate in a way that respects the natural environment and encourage our community to do the same.
o Community
§ No one person, employee or customer is an island. We succeed together and we don't look for excuses when things go wrong.
o Excellence
§ Details, details, details. Whether you're working with numbers, words or code, details will make the difference. We push for perfection, but never at the expense of progress.
o Integrity
§ Say what you mean, mean what you say. Work hard regardless of who is or isn't watching. We foster a working culture of transparency and open communication that encourages honesty and loyalty. Our working relationships are based on trust.
· What we offer
o Benefits package for that role
· Key responsibilities
You will ensure that:
· all service and support functions remain responsive to customer needs
· the service catalogue and wider IT service operations knowledge library is maintained
· adequate reporting and service standards are met for their specific service
· all technical change is communicated and managed, with appropriate governance
· a programme of continual service improvement is put in place across the wider service delivery function
· Required Attributes
o Asset and configuration management.
You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. (Relevant skill level: working)
o IT infrastructure
You know how to support, design and implement infrastructure technologies and solutions such as: computing, storage, networking, physical infrastructure, software, commercial off-the-shelf (COTS) and open source packages and solutions, and virtual and cloud computing, including Iaa S, Paa S and Saa S (Relevant skill level: practitioner).
o Continual service improvement.
You can identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers. You understand the relevant change management tools and processes (Relevant skill level: working)
o Incident management.
You can coordinate the response to incident reports, ensuring relevant prioritization and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers. You understand the relevant change management tools and processes (Relevant skill level: practitioner).
o Relationship management.
You can identify important stakeholders and relationships and work with teams to build these. You understand how to work with stakeholders and contribute to improving these relationships. (Relevant skill level: working)
o Service focus.
You know how to see the bigger picture and can investigate how to get the best of underlying services. (Relevant skill level: practitioner)
o Service Management Framework knowledge.
You have knowledge of life-cycle and / or capability elements of ITIL (Information Technology Infrastructure Library). (Relevant skill level: working)
o Service reporting.
You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)
o Strategic thinking.
You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies. (Relevant skill level: working)
o User focus.
You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level: working)
o Information security
You can maintain the security, confidentiality and integrity of information systems through compliance with relevant legislation and regulations. You can design, implement and operate controls and management strategies to allow this (Relevant skill level: practitioner).
o Technical understanding
This specific knowledge underpins your ability to deliver the responsibilities and tasks for the role and enables you to apply the required breadth and depth of technical knowledge. You actively stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies (Relevant skill level: practitioner).
VISA Statement:
Please take note that Lorax EPI does not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence to sponsor any individuals for Skilled Worker Sponsorship.
Hybrid Working Policy:
Lorax EPI has a Hybrid Working Policy that comes into force after a probationary period, typically 6 months. During the probationary period employees are expected to be in the Rugby office. Following successful completion of the probationary period employees can then discuss with their line manager the possibility of working remotely 2-3 days per week, if appropriate.
Selection Process:
o CV and Covering letter submission via Indeed closes on 30/09/24
o Preliminary telephone interviews will begin immediately.
o Selection Process, including final interviews in our Rugby office if required, will follow.
o Job offers will be made no later than October 2024.
Lorax will review submissions throughout the application period and reserves the right to close the selection process early if a satisfactory candidate is identified. We recommend that you apply for this role as soon as possible rather than wait until the published closing date.
Job Type: Full-time
Pay: £30,000.00-£40,000.00 per year
Additional pay:

• Yearly bonus

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Rugby, CV21 1FD: reliably commute or plan to relocate before starting work (required)

Experience:

• IT service management: 5 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Rugby, CV21 1FD
Application deadline: 30/09/2024