Remotely or at Chelwood Gate, East Sussex
£30000.00-£40000.00 per year
Job description

We currently have an exciting opportunity for a dynamic and experienced individual to join our Service Delivery Team team as IT Service Support Manager. You will join us working 35 hours per week and in return you will receive a competitive salary of up to £38,638.79  per annum plus excellent benefits.

Cats Protection is the UK’s leading feline welfare charity with a nationwide network of adoption and homing centres, volunteer-run branches and charity shops. During 2020, despite all of the challenges, we helped 126,000 cats and kittens. That's the equivalent of around 345 cats a day!

The small yet busy Service Delivery Team consists of seven employees, sitting within the Digital Transformation strand. The team provide high levels of service availability and support throughout the organisation to Cats Protection employees and volunteers, seeking to proactively and collaboratively work with suppliers to resolve incidents, problems, or unsatisfactory performance to make sure Cats Protection can continue to provide the best service to our cats. 

Responsibilities of our IT Service Support Manager:

As our IT Service Support Manager, you will be responsible for monitoring the service delivery channels (human, digital, self-service, automated) and activities of the customer services function, collecting and recording performance data, and investigating causes of incidents and seeking resolutions. Escalating unresolved incidents, providing an effective interface between users and service providers supplying all necessary diagnostic information; you will ensure documentation of supported components is available and accessible to all who need to use it.

What we’re looking for in our IT Service Support Manager:

  • significant experience within service/ IT support, and conversant with the processes used to support the customer services function
  • an understanding of internal or external customer’s needs and keeping these in mind when taking actions or making decisions.
  • ability to properly understand a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
  • ability to be proactive by anticipating opportunities for systems, service or product improvement or development and taking appropriate action(s)
  • ability to convey a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of authority

What we can offer you:

  • salary of up to £38,638.79 per annum plus excellent benefits
  • generous annual leave entitlement
  • contribution pension scheme
  • life assurance scheme
  • range of health benefits
  • Employee Assistance Programme
  • and more

Join us as our IT Service Support Manager  and know you are helping to make a real difference to cats and kittens across the UK!

Unfortunately, we cannot accept applications or CVs that are emailed to us directly. Please note applications which are received after the closing date may not be responded to.

Closing date:                 01 December 2021

Virtual interview date:  w/c 13 December 2021

More about Cats Protection
Cats Protection

Choose a career with us and you'll be helping us to achieve our vision of a world where every cat is treated with kindness and an understan... Read more

Refreshed on: 24 November 2021
Closed date: 01 December 2021
Job ref: DT17
Tags: IT, Management