IT Service Manager

  • Location

    Newcastle upon Tyne, Tyne and Wear

  • Sector:


  • Job type:


  • Salary:

    £0.00 - £463.75 per day

  • Contact:

    Sam Caine

  • Contact email:

  • Job ref:


  • Published:

    6 months ago

  • Duration:

    6 Months

  • Expiry date:


Role: IT Service Manager

Location: Newcastle

Duration: 6 Months

Working with the Case Management Central Operations and Platform Delivery teams the candidate will be accountable for the delivery of timely resolution to incidents, manage major incidents ensuring a prompt response to root cause analysis. You will take accountability for driving continuous improvements and ensuring the platform delivery of the product backlog which includes application and system defects.

Services delivered must be value for money and the IT Service Manager will operate within a framework of delivering efficiency's within budget with a full understanding of the total cost of ownership for their services.

You will work under the direction of the Service Delivery Lead. Work is often self-initiated and a successful applicant will be responsible for meeting technical and project or supervisory objectives. The work will require application of fundamental principles in a wide and often unpredictable range of contexts; a clear understanding of the relationship between their own specialism and the wider organisational requirements will be required.

You should be able to select appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, presenting complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbing new information and applying it effectively. Maintaining an awareness of developing technologies and processes and takes responsibility for driving own development.

Main Responsibilities

  • Analyse, design, plan, execute and evaluate work to time, cost and quality targets. Providing regular and accurate management reporting on IT Service performance.
  • Demonstrate understanding of the cost of services being delivered
  • Deliver monthly service reviews and track agreed corrective actions.
  • Manage all customer live service situations including high profile escalations producing executive management updates, driving resolution and providing clear feedback.
  • Attend regular meetings with key internal and external stakeholders to assure their level of understanding of services being delivered.
  • Perform regular risk assessments to put in place pro-active actions aimed at avoiding incidents, improving process or efficiency.
  • Work under a Continuous Improvement framework.
  • Be responsible for making sure that business relations within the organisation are managed to enable delivery of IT services
  • Responsible for making sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams
  • Ensure all suppliers carry out processes to ITIL standards
  • liaise with all other IT service functions to make sure that services are maintained
  • Working with the Service Transition manager to ensure that new functionality required by the business is delivered while protecting the integrity of existing services
  • Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed

Essential qualities and skills

  • 5+ years' experience in a Service Delivery/Management organisation.
  • ITIL version 3 Foundation Certification
  • The successful candidate should hold or be willing to obtain SC clearance
  • Good understanding of DevOps practises.
  • Strong client management skills are a must, as is the ability to face off to business directors at all levels
  • The candidate will demonstrate strong leadership skills and have extensive experience of delivering operational and service improvements with teams outside of their direct control
  • The candidate must have active experience of service risk and issue management.
  • An understanding of contracts and translating them into delivery of the agreed service to agreed targets
  • Strong knowledge of ITIL processes and procedures.
  • Proven Track record of delivery service improvements and innovation.
  • A passion for Service Improvement.
  • Experience of managing 3rd parties and 3rd party delivered services.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
  • Excellent leadership and people management skills.
  • Excellent written and verbal communication skills.
  • Able to manage sensitive and confidential information.
  • Self-motivation and able to take responsibility.

Desirable qualities and skills

  • Asset Management - Maintains secure configuration and accurate information, controlling IT assets in one or more significant areas and verifying location and state of assets.
  • Technical Understanding - Understand core technical concepts related to their role and is able to apply them.

Interested candidates should submit their CV in the first instance or call Sam Caine on 0161 924 1357