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IT Service Manager
| Posting date: | 12 May 2025 |
|---|---|
| Salary: | £37,497 to £38,273 per year |
| Hours: | Full time |
| Closing date: | 25 May 2025 |
| Location: | M2 3LR |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 403751/4 |
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, e.g. resolving incidents, tickets, 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 not limited to:
- Triage issues and support resolution or escalate where appropriate to relevant IT service functions.
- You will monitor costs across multiple service lines ensuring that Products and Services are delivering the best value for money in meeting business and user requirements.
- Produce dashboards, providing a single view on service performance for key senior stakeholders.
- Assist 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.
- Produce key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data.
- Create, analyse, interpret management reporting to support forecasting, capacity assessment and identify trends on IT service demand and support resources.
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