Manager - IT Client Service

**About the Role**:
The IT Service Manager leads the service management function for the Global Technology Services department. Adopt a customer and service-centric approach for the provision of IT service delivery. Manage all communications between IT and the wider business, guide quality and operational efficiencies of IT service management. You will report to Senior Director - IT Client Services, Infrastructure & Security

**You Will**:

- Work with senior partners globally to ensure the optimum level of service is delivered.
- Provide oversight and senior escalation for major incidents, ensuring delivery of the processes to minimize disruption to the Association.
- Develop with IT leaders and main team members an IT capacity plan to help manage the operational demands during peak business periods.
- Manage important relationships across technology and the business to provide a service-centric culture
- Provide oversight of performance management across the supply chain and input into commercial negotiations and reviews to ensure operational SLAs underpin broader our requirements.
- Manage vendor service performance across the supply chain to ensure adherence to contractual obligations.
- Lead monthly performance service review meetings with IT Leadership and partners.
- Design a service management report based on the ITIL service management framework.
- Produce regular and accurate service management reports and dashboards for IT leadership.
- Through metrics, and observation, identify trends and patterns, anticipate problems, and work across IT to implement preventative measures to ensure contractual levels of service are met.
- Develop and refine IT processes based on the ITIL framework.

**You Have**:

- Have service management experience.
- Knowledge working with service management tools and with the IT Service Desk function.
- Have worked in multi-national environments that span the globe.
- ITIL certified.
- Knowledge in IT systems implementation across multiple teams
- Knowledge of “waterfall” and “agile” management methodologies.
- Project management
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**How We Support You**:
We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, retirement, annual leave, parental leave, an employee assistance program. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

**About Us**:
At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site.

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- We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace._