Senior Manager, IT Service Management

At GXO, we’re constantly looking for talented individuals who can deliver the calibre of service our company requires.

We have a unique opportunity for an experienced and highly skilled Senior Manager of IT Service Management to lead and oversee the major incident, problem, change, and configuration management processes within our business both in  the UK and Ireland. With the ability to drive change and embrace new ways of working this position will work closely with senior stakeholders and our 3rd party provider, IBM.

Based out of our central offices in Northampton this role demands leadership, strong communication and collaboration.  We do ask for flexibility as you will be required to travel as and when required.

Pay, benefits and more:

We’re looking to offer a highly competitive salary & package which will be discussed further during telephone interview. Your benefits package includes a company sponsored pension scheme, private medical & dental insurance, a 24/7 online GP service, life assurance and a fully comprehensive employee assistance programme. You’ll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme and much more! 

What you’ll do on a typical day:

• Ensure global major incident management processes are followed to minimize business impact and ensure swift resolution of high priority IT incidents.Lead the identification, analysis, and resolution of recurring or major IT problems to prevent future incidents
• Work with key stakeholders to identify true root cause as well as mitigation and prevention steps, collaborating to assess change requests, and coordinate the planning and execution of approved changes
• Ensure accuracy and integrity of configuration data, configuration item relationships, and application service dependencies.  Facilitate regular audits to verify compliance with global CMDB standards
• Build and nurture strong relationships with application and infrastructure leads, fostering collaboration and effective communication
• Build relationship with key stakeholders becoming the voice of the customer back into the Global Service Management team

What you need to succeed at GXO:

• Significant understanding of IT service management best practices with a strong focus on delivering high-quality and efficient services
• Proven experience in leading and managing Incident, Problem, Change, and Configuration Management processes
• Strong understanding of ITIL (Information Technology Infrastructure Library) framework and best practices.
• Excellent leadership, communication, and interpersonal skills
• In-depth knowledge of IT service management tools and technologies

 We engineer faster, smarter, leaner supply chains

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work. GXO is an equal opportunity employer. We celebrate, support and thrive on diversity and are committed to creating an inclusive environment for all employees.  We believe that diversity and inclusion in our business is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are an Armed Forces friendly organisation and Disability Confident Leader as part of the Disability Confident Scheme (GIS) and actively welcome applications from people with disabilities.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.