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Service Request Manager

Littlefish Ltd
Nottingham, UK
Closing date
26 Nov 2020

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Technology & New Media
Contract Type
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Job Details

Come and join the Littlefish team!

Littlefish is a world-class, award-winning Managed IT and Cyber Security Services Company, delivered from our 24/7 UK service centres.

Through a focused growth plan, we have become an established and credible alternative to the 'usual suspect' large Multi £Billion Managed Service Providers and IT Outsourcers in the mid-market and enterprise.

Our purpose is to disrupt the conventional Managed IT Services models - where the usual suspects typically fail to perform - by delivering service solutions that are tailored to the precise needs of your organisation and which are communicated in clear and straightforward language.

About the opportunity-

Littlefish is looking for a Service Request Manager to join our growing team. The main purpose of the Service Request Manager's role is to take overall responsibility for the management, resolution, and fulfilment of all service requests, across all organisations in scope of the process. This may include third party and client-side resolver groups.

Duties and responsibilities

To drive the efficiency and effectiveness of the request management processes

To produce and act upon management information, including SLA performance KPIs and reports to continually improve service quality

To monitor the effectiveness of request management and make recommendations for improvement, and to review and audit the process

To develop and maintain the request management process where owned by Littlefish or provide input to client-side process owners if applicable

To ensure that all IT teams follow the request management processes for every service request and to act as an escalation point for the client and in support to the Littlefish Service Delivery Manager

To stay appraised of industry best practice and where applicable introduce as part of continuous improvement

What we are looking for from you

1-3+ years' experience in process level (Request, Incident, Problem etc.) management

Business experience gained in Service Management and/or technical delivery roles, across a range of customers ideally in a Managed Services environment

The ability to build relationships with mid-level members of an organisation - gaining trust and confidence from customers

The ability to work as part of a team with a high degree of drive, determination, and motivation to succeed, as well as to prioritise and manage multiple tasks

Undertaking or have undertaken specific service management training e.g. ITIL Foundation

The ability to demonstrate good problem solving, excellent written and verbal communication, good customer-facing skills, good time management and ability to work under pressure and to tight deadlines

What will make your application stand out?

Educated to Degree standard (or equivalent)

ITIL Intermediate (or equivalent)

SIAM Foundation (or equivalent)

Life at Littlefish-

When our employees and visitors experience our offices, they often comment on the "vibe" and "feel-good factor" that they experience.

The Littlefish vibe is the result of our #peoplematter approach to employment and employees and is testament to the organisational culture we promote. Our approach is simple, we put our people first, every time and without hesitation. We have worked hard to create our culture and work harder to maintain and enhance it, to ensure Littlefish is the place to be for your career journey!

Through employing the best people, and creating optimal working conditions, our customers get the best service. In a crowded market, often playing against much bigger competitors (think David and Goliath), we constantly need to stand out to continue growing. We have a very successful track record, working with a plethora of leading organisations.

So, if you feel like you can make a tangible difference, apply today, and join us on the journey.

We put our people first - every time and without hesitation

Attractive salary & benefits packages - we offer competitive salary packages to attract the best people

Training and development - the Littlefish Academy rewards you as you progress & learn

Bonus schemes - 'Starfish' and Values Recognition Awards to those who go 'above & beyond' and exceed customer targets

Friendly culture - casual dress policy and breakout facilities with table tennis and gaming

Complimentary food & drink - unlimited fruit & refreshments, Pizza Fridays, company social events and more

Here at Littlefish, we're committed to promoting and monitoring Equality, Diversity and Inclusion (EDI).

By collating EDI data we can monitor both our workforce composition and recruitment and selection processes, which in turn gives us facts and figures around equal opportunities, our diversity demographic and how inclusive we are at every stage in the process. Littlefish has grown rapidly over the last few years and as we evolve it is important to us to be able to understand and respond to our current and future workforce. Our aim is to be able to categorically demonstrate our positive reach inline with the Equality Act. The data we capture as part of the selection process will only be used for the purpose in which it is intended for (anonymous data reporting), will be stored centrally in our HR Department, disregarded in a timely manner and will not be used to form part of any decision making.

Please complete the questions as part of your application (please note, each option has a 'prefer not to say')
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