As an IT Service Manager, you are responsible for ensuring a high-quality service is achieved 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 to achieve AME savings over the next 3 years.

You will be required to undertake key activities associated with Service Management such as:

• Proactive role within the wider Fraud & Error Live Support team, using recognised Service Management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate to relevant IT service functions focussing on supporting our external resource partners.
• Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations
• Meeting or exceeding agreed SLAs and OLAs for Incident, Problem and Change Management
• Liaising effectively and courteously with colleagues and stakeholders via various channels (eg phone, email, Teams)
• To work occasional evenings and weekends as required.

Technical Skills required

• Continual Service Improvement
• Understanding of Service Management Framework

Knowledge and Experience required:

• Previous experience of a Service Management framework such as ITIL
• ITIL V4 Foundation certification
• Previous experience of working within Public Sector

If you feel you have the skills and experience needed for this role; please do apply now.