IT Service Manager

As an IT Service Manager, you will be responsible for ensuring a high-quality service for the end-to-end technology solution, support services, and user experience of the Case Management Tool (CMT) and associated services. The role may occasionally require working evenings and weekends as needed.

Key accountabilities:

• Proactive role using recognised Service Management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate.
• Provide  high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations
• Meet or exceed agreed SLAs and OLAs for Incident, Problem and Change Management
• Liaise effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams)

Key requirements:

• Previous experience of a Service Management framework such as ITIL
• ITIL V4 Foundation certification

If you consider yourself to have a disability or if you are a veteran, and you meet the essential criteria for the role, you will be put forward for the ‘Guaranteed Interview’ scheme whereby you will have the opportunity to discuss this role and your suitability with a member of the Sourcing team.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the equivalent PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information.