IT Service Manager - Contract

Two Circles is a vibrant, multi-award-winning and rapidly-expanding sports marketing agency. We work with some of the world’s biggest sports organisations including the NFL, Premier League and UEFA.

We’re looking for growth-oriented, dynamic and motivated new team members to help us build a once-in-a-lifetime sports business and reimagine the commercial frameworks of the global sports industry.

Every day, our team analyses billions of pieces of behavioral, attitudinal and purchase data from sports fans spanning the globe, using the latest machine-learning and data visualisation technology. We do this to give our clients the tools and insight required to build direct relationships with fans, grow engagement, and drive revenue across their event day, sponsorship and media businesses.

We have a global team of just over 600 Two Circlers working from eight offices across the world (London, New York, Los Angeles, Miami, Kansas City, Paris, Bern and Melbourne) who work cross-region to service our expanding international client base. See here for some examples of our work.

Role Profile: 

This role will be part of our global Technology Operations team, and based in our London office.

As a Service Delivery Manager you will play a vital role in ensuring colleagues and clients get the best possible Technology experience by applying ITSM knowledge and good practice while influencing the technical teams to remain customer and service focused.

This role is an excellent opportunity to further build on your Service Management experience, where you’ll be able to shape the service strategy for internal Workplace Technology, taking ownership of incident and problem management, driving proactive support, fostering a culture of continual improvement and managing relationships at all levels, regions and departments so that all Two Circlers are fully enabled to help clients Build the Future of the Sports.

You will also get opportunities to sharpen your project and change management skills by supporting the Technology onboarding and integration of our new markets and acquisitions as we rapidly expand.

Your main duties & responsibilities:

• Developing, implementing and assuring ITSM practices across Workplace Tech to ensure timely and effective service for Two Circlers in our 9 regional offices and remotely
• Maturing our overall service approach and ensuring new or improved practices bed-in and are followed, drawing on ITIL and other good practice frameworks
• Establish and help the team hit clear goals and measures for success and improvement, e.g. KPIs, SLAs, as well as developing and supporting them day-to-day
• Working closely, collaboratively and effectively with other Two Circlers in Technical and Business Enablement roles to ensure the delivery of the best possible Technology Experience
• Supporting with creation and management of useful documentation and training materials
• Managing suppliers and key partners involved in delivering our services
• Proactively monitoring and reviewing service performance metrics and taking action where appropriate
• Communicating with stakeholders and user communities as the “owner” of Workplace Tech, including updates on service delivery and performance, upcoming changes and improvements, escalations and concerns, and availability and major incident notifications
• Owning services across the lifecycle, from agreeing acceptance criteria at Design and Transition, supporting through incident and problem management to ensure smooth Operations, enabling safe and progressive Changes and Releases, and driving Continual Service Improvement
• Planning and delivering change projects within the scope of Workplace Tech, including those identified through Service Improvement and the onboarding and integration of new offices and Two Circlers through expansion and acquisition
• Mentoring other Two Circlers in Service Management skills and methods to develop their knowledge and champion the practice
• Protecting the data entrusted to us by our clients at all times

The ideal background and skills we are looking for include:

• Proven experience in Service Management, Service Delivery, Customer Success or similar, including:
• Process implementation and improvement across the Operations part of the Service Lifecycle
• Quality incident and problem management
• Demonstrable passion for Service Excellence, with a strong customer focus
• Proficient in configuring and administering an ITSM tool like Jira Service Management, ServiceNow, ZenDesk or similar
• Exceptional ability to communicate with technical and non-technical audiences verbally and in writing, as well as fostering excellent relationships
• Project and Business Change Management experience

Experience with the following would also be beneficial:

• Current ITSM certifications like ITIL, VERISM
• Previous technical experience or understanding, especially with Entra ID and Microsoft 365 Administration, MDM such as Intune or Kandji
• Disaster Recovery and Business Continuity Planning
• Experience of, or a keen interest in, the business of sport