IT Service Manager (SC Cleared)

Newcastle (2 days per week onsite)

12-month FTC (strong likelihood of going permanent)

Amber Labs is looking for an experienced IT Service Manager to join us on a high-profile public sector programme.

This role sits within a live service environment, working across digital, operational and business teams to ensure services are delivered to agreed performance targets while continuously improving the end-user experience.

You’ll play a key role in managing end-to-end service performance, driving service quality, and ensuring smooth operation across a 24/7 landscape.

What you’ll be doing

• Working closely with delivery teams to support live services and service transition
• Building strong relationships with stakeholders across operational and digital teams
• Leading stakeholder engagement and providing regular service updates
• Managing incidents, problems and changes in line with agreed processes and policies
• Monitoring service performance against SLAs and OLAs
• Producing reports, analysing trends, and identifying opportunities to reduce incidents
• Maintaining service documentation and knowledge bases
• Supporting the transition of new applications into live service
• Ensuring issues are tracked, prioritised and resolved efficiently across all channels

What we’re looking for

• Active SC clearance (essential)
• Strong experience in IT Service Management within a live service environment
• Proven experience across incident, problem and change management
• Experience working in complex, stakeholder-heavy environments (public sector experience is highly desirable)
• Confident communicator, comfortable working with both technical and non-technical stakeholders
• A proactive approach with a focus on improving service quality and user experience

Additional info

• 24/7 service environment, occasional out-of-hours support may be required
• Hybrid working with 2 days per week in Newcastle
• 12-month fixed-term contract with a strong likelihood of becoming permanent

If this sounds like something you’d be interested in, feel free to get in touch or apply directly.

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