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IT Service Manager
| Posting date: | 16 January 2025 |
|---|---|
| Salary: | £37,497 to £38,373 per year |
| Hours: | Full time |
| Closing date: | 26 January 2025 |
| Location: | NE98 1YX |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 381322/5 |
Summary
Digital Channels Service Management support various services including, but not limited to Inbound and Outbound mail, electronic document management and SMS messaging.
As IT Service Manager you are responsible for implementation and improvement of service management.
Working as part of a team, you undertake a range of service management activities, including:
- Monitoring costs across multiple service lines ensuring Products and Services issues, IT debt correction; and
- Responding to queries addressing all aspects of the Products and Services including reference to and the application of policies and processes
Your key responsibilities will include, but will not be limited to:
- Triage of issues to support resolution or escalate where appropriate to relevant IT service functions.
- Monitoring of costs across multiple service lines ensuring that Products and Services are delivering the best value for money in meeting business and user requirements.
- Production of dashboards, providing a single view on service performance for key senior stakeholders.
- Assistance in coordinating, validating and maintaining data for SLAs, service information, problem and resolution profiles, reference data, contract and support details, etc using relevant Service Management tools across multiple service lines.
- Production of key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data.
- Activities to create, analyse, interpret management reporting to support forecasting, capacity assessment and identification of trends on IT service demand and support resources.
Regular travel to Newcastle-upon-Tyne is expected if your posting is at any of the other hub locations.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.