Service Manager - Enterprise Technology

Dr. Martens•Portland, OR

45d•Onsite

About The Position

Dr. Martens is a globally recognizable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career. We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right. SO, WHAT'S THE STORY? We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, focusing on Technology Service Management, to ensure that the services we provide to our colleagues are high quality and fit for purpose. Please note this role will require 5 days per week in office at our Burnside Headquarters. THE ROLE As a Service Manager in our Enterprise Technology team, you will:

Requirements

Proven experience in Technology service relationship management
Good understanding of ITIL principles
Excellent communication skills
Tenacious attitude to drive service improvement
Highly customer-focused
Dedicated to high quality of service
Experience of running Incidents / Major Incident
Experience of both participating & Chairing a Change Advisory Board (CAB)
Experience of problem management
Ability to work at a standard computer set up 40+ hours per week, with or without accommodations.
Proficient with IT management systems such as ServiceNow, JIRA etc
Experience of service reporting
Experience of incident management and root cause analysis
Hands-on knowledge of Technology systems and services
Familiarity of service level agreements (SLAs) and key performance indicators (KPIs)
Excellent communication and stakeholder management.
Strong analytical mindset with problem-solving capabilities.
Ability to thrive in a fast-paced environment with multiple priorities.

Nice To Haves

Knowledge of ITIL principles highly desirable
ITIL qualification is desirable

Responsibilities

Lead day-to-day Technology operations and service delivery in region which includes:
Managing the Service Desk/Incident Management
Providing technical training
Overseeing the backend and end-user computing environments
Act as a key point of contact for stakeholders for IT services
Develop and maintain strong relationships with business units, to understand their technology needs and ensure our services meet those needs.
Monitor & report on service performance, to help ensure SLAs are met, as well as identify any areas for improvement
You will work with the Service Managers in other regions to provide incident management as required
You will be required to contribute to root cause analysis as required
Provide regular updates to stakeholders on the status of incidents, and service performance
Lead service review meetings with your key stakeholders.
Participate in IT projects as required
Foster a culture of continuous improvement, regularly seeking feedback and introducing innovative solutions to enhance technology infrastructure and operations.
Stay abreast of the latest trends, tools, and best practices in Technology infrastructure management, ensuring the organization is always at the forefront of Technology.
Participation in an after-hours, on-call rotation is a requirement