Senior IT Service Manager

Are you passionate about making a real impact and shaping services that matter?

Do you hold a ITIL v4 Foundation qualification?

If you answered yes to both, this could be your ideal role!

Leading an IT Service Management (ITSM) Team within the Digital Work spaces Directorate responsible for all elements of IT Service Management for a critical service consumed by over 18,000 users. Providing strategic leadership, ensuring the service is aligned with the organisation's goals and digital strategy, driving a culture of service excellence and value creation.

You will be leading service operations activity across core ITSM Practices including Incident, Problem and Change Enablement, optimising end to end processes and driving a culture of operational excellence. Driving continuous service improvement activity, identifying improvement opportunities and driving them through to completion.

Defining ITSM solutions for the Product, ensuring a compliant and value driven ITSM proposition aligned with ITIL4 and other governance frameworks.

If this sounds like you, we want to hear from you!

As a Senior IT Service Manager, you will:

• Lead a Team of Service Management professionals.
• Ensure the Service is delivered in alignment with ITIL (Information Technology Infrastructure Library) best practice and departmental governance standards across core ITSM practices including Incident, Problem & Change.
• Support the Product Team with the delivery of new and enhanced features and services. Ensuring ITSM principles are embedded in the Product Lifecyle and that new services are transitioned seamlessly into business as usual.
• Work with internal and external suppliers, ensuring compliance with agreed SLA’s and driving a culture a Continuous Service Improvement.
• Lead day to day operational activity for the service, constantly pursuing a culture of operational excellence.
• Act as a point of escalation for the Service.
• Engage with Stakeholder up to director level, offering meaningful insights and management information.

Although this is not a technical role and a deep understanding of technology is not essential, having some familiarity with technical concepts would be beneficial when starting.

Please note that you will be asked to provide documentation of your ITIL v4 Foundation certification upon request.