Senior IT Service Manager
| Dyddiad hysbysebu: | 16 Mehefin 2025 |
|---|---|
| Cyflog: | £42,614 i £45,081 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 29 Mehefin 2025 |
| Lleoliad: | FY4 5ES |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 409103/1 |
Crynodeb
The Product Support team deliver, maintain and test up to 40 Working Age and Health services through Incident Problem, Knowledge and Change Management. Our vision is to be leaders in Service Management using ITIL principles, delivering excellent service standards through innovation and continual improvement. At the forefront of our work is our customers, supporting the business to make the right payments to the right people at the right time, whilst maintaining our other business supporting services.
The successful candidate will be responsible for the support of a wide range of IT services and technologies which vary in scale, age and criticality.
This is an exciting opportunity to become part of a highly respected Service Management team working in a fast-paced environment, supporting business critical products and services.
The role also involves line management responsibility.
As a senior IT Service Manager, you are responsible for ensuring quality is achieved for the end-to-end technology solution, support services and user experience of a Product/Service. In addition you will have line management responsibilities. Your role includes:
- Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction.
- Ensuring effective management of Problems/issues through monitoring of patterns and trends and understanding business impacts. Engaging with colleagues and support teams where necessary, supporting analysis to identify appropriate prioritisation, contributing to Knowledge Management, Problem Management and solution identification where required, ensuring adherence to agreed processes, procedures and policies.
- Participating in investigation of Major Incidents, Engaging with Business or undertaking analysis to validate issues or proposals. When required, contribute to technical and business calls, to the review and validation of Post Incident Reviews and Major Incident Closure Reports. Support production of communications for major Business events.
- Providing direction for the monitoring and reporting of service metrics that define expected service quality and performance. Validation of trends, service level achievements and performance reports identifying product performance and efficiency of support activities.
- Identifying and explore opportunities for Continual Improvement, driving engagement with managers and stakeholders to analyse, prioritise, agree and where required, implement opportunities to optimise and deliver service improvements that support Business outcomes.
- Developing and maintaining Service Management support collateral required to deliver Business outcomes relevant to portfolio (e.g. Calendars of Known events, Service Impact matrices).
- Encouraging and supporting colleagues to achieve their full potential, supporting the creation of culture of continuous learning and development. Identify personal and team learning opportunities ensuring development objectives are set and achieved to ensure delivery of current and future work.
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