Senior IT Service Manager
| Posting date: | 27 August 2025 |
|---|---|
| Salary: | £42,614 to £45,081 per year |
| Hours: | Full time |
| Closing date: | 07 September 2025 |
| Location: | NE98 1YX |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 421503/1 |
Summary
Do you thrive in a role where no two days are the same? Are you passionate about improving services that truly matter to people’s lives? Do you enjoy working with a wide range of teams to make things better?
Join us and help shape services that make a real difference.
This is your opportunity to play a key role in supporting the ever-evolving world of Children’s Services. You’ll be at the heart of shaping and enhancing processes that align with our strategic goals, working closely with multiple lines of business and third-party partners to deliver real impact.
Our caseworkers and clients are at the centre of everything we do. That’s why we’re looking for someone who’s not only committed to maintaining high service standards but also driven to innovate and improve.
Please note: Participation in out-of-hours on-call incident support on a rota basis is a requirement for this role. Full training and support will be provided.
Investigate and resolve both technical and non-technical issues, including procedural, guidance, and training-related challenges, to ensure a seamless and positive experience for end users.
Provide a high-quality service by working closely with caseworkers to understand and resolve their queries. This may occasionally involve travel to CMS Business locations. Strong communication skills and the ability to build new relationships are essential.
Support business transformation by applying your knowledge to improve processes and support the introduction of new services. This requires the ability to learn quickly, adapt to technical environments, and ensure new services are fully integrated into live operations.
Work with Service Delivery to prepare and distribute accurate and timely communications on service issues. This includes drafting clear messages from multiple sources and tailoring language to suit different audiences.
Participate in a rota for escalation and out-of-hours support, including weekend work when needed, to ensure the successful delivery of planned sprints and implementations.
Carry out key service management responsibilities such as reporting, incident handling, and performance monitoring. You will analyse trends, categorise work types, and collaborate with Operations to enhance service quality and customer satisfaction.
Lead a small team, providing feedback and quality assurance to support their development. You will also oversee personal development plans to help team members grow and strengthen overall team capability.
Proud member of the Disability Confident employer scheme