Junior IT Service Manager

Type: Trainee
Region: North West

Junior IT Service Manager

2/3 days a week onstie in Blackpool

Inside IR35

12 months contract

Job Summary and Key Responsibilities

As an IT Service Manager, you will be responsible for ensuring a high-quality service for the end-to-end technology solution, support services, and user experience of the Case Management Tool (CMT) and associated services. This is a highly visible role, supporting the department’s goal to achieve AME savings over the next three years. The successful candidate will undertake key activities associated with Service Management, including:

– Proactive Role: Actively participate in the wider Fraud & Error Live Support team, utilizing recognized Service Management processes, procedures, and policies to resolve incidents, problems, and issues. Escalate to relevant IT service functions as needed, with a focus on supporting our external resource partners.

– User Support: Provide high-quality support for all end users, understand and resolve user issues and queries, and manage end-user communication and expectations.

– Service Level Agreements: Meet or exceed agreed SLAs and OLAs for Incident, Problem, and Change Management.

– Effective Communication: Liaise effectively and courteously with colleagues and stakeholders through various channels (e.g., phone, email, Teams).

– Flexibility Be available to work occasional evenings and weekends as required.

Technical Skills Required

– Continual Service Improvement

– Understanding of Service Management Framework

Knowledge and Experience Required

– Service Management Framework: Previous experience with a Service Management framework such as ITIL.

– ITIL V4 Foundation Certification

If you are passionate about delivering high-quality IT services and have the necessary skills and experience, we encourage you to apply for this important role. Join us in supporting our department to achieve significant savings and improve our service delivery.