Our vision is to develop and maintain, a range of relevant and secure digital and information communications technology (ICT) services which enable our customers and stakeholders to interact with us efficiently and effectively. We want our people to work reliably, innovatively and in multiple locations where necessary. And we have committed to host and provide our digital and ICT infrastructure and applications in a way which aids their routine support and promotes their continuous change.
This opportunity in our IT Help Service Desk team for an IT Service Manager, where you will take responsibility for:
All Major Incident and Problem Management issues
Leading on the change advisory board
Fulfilling the system administrator role for our ITMS (Halo)
Leading a group a Business Development Officers to support hardware/software issue resolution
Supporting the Head of Digital & IT Services and Group Managers to enable them to perform as effectively as possible
You will need between 2-3 years’ relevant work experience within an IT Service Desk environment together with excellent working knowledge of Service Management processes; you therefore need to have the ability to create analytical reports encompassing incidents, problems, trends and analysis and proactively develop documentation and other media to embed into our ITSM knowledgebase.
You will have demonstrable experience of managing requests for change as well as managing Major Incidents through to resolution and resolving emerging problems, with an ability to perform root cause analysis.
You will be a confident people manager / leader.
You will have knowledge/experience of working within the ITIL Services Management Framework - ability to demonstrate its principles and processes is essential.
Please note, there will be occasional situations during a Major Incident response when the role holder will need to work out of hours. Therefore some flexibility is required.