IT Service Improvement Manager

Hays are supporting a national organisation in Swansea to recruit a new IT service management role. This is a permanent position paying up to £50,000pa and hybrid working typically 3 days per week in Swansea. In the role, you will own and drive end-to-end problem management and service stability by identifying trends, leading root cause analysis, and implementing permanent fixes with internal teams and suppliers.

You will ensure effective post-incident reviews, maintain a knowledge base, and manage the full IT asset life cycle with a focus on optimisation, cost control, and compliance. You'll lead continuous service improvement initiatives to reduce repeat issues, enhance efficiency, and deliver measurable benefits. You will analyse service performance data to produce insights, drive preventative actions, and improve SLA outcomes. You'll also provide governance and oversight across support teams, ensure adherence to processes, act as an escalation point, and deputise for the Helpdesk Manager when needed.

To be considered for the role, you'll need to have experience in a similar IT service improvement / IT service delivery role and be experienced with ITIL best practice. Coming from a technical hands-on background would be beneficial but not essential. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

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