Service Manager (Live Service)
SC – SECURITY CLEARED
6 Month contract initially. Hybrid 1-2 days p/w onsite in Manchester.
£300- £375 p/d via Umbrella.
Key Responsibilities
IT Service Managers collaborate with Digital, Business and external stakeholders to ensure service support is delivered to agreed performance targets in a cost effective and timely manner.
Their responsibilities will align to end-to-end support services, the end-to-end performance of a product(s) or a combination of the two, promoting service quality and customer/citizen user experience improvements.
All IT Service Managers will undertake a range of key Service Management duties including reporting, Incident/Ticket Management, Problem Management and management of services to agreed targets and work closely with stakeholders across all levels, driving increased service quality, value and improved customer service satisfaction.
They support underpinning technology, business operations and policies and non-technical artefacts within a 24×7 operations environment and take ownership of the alignment to the experience and Business outcomes. This may require Out of Hours support.
Key Skills & Experiences
- Working closely with delivery teams
- Build relationships with stakeholders from all areas of operational areas
- Leading stakeholder engagement and provide service updates
- Maintaining service documentation, delivery transition and knowledge bases
- Work closely with delivery teams to support the transition of new applications.
- Support the management of Incidents, Problems and Change in line with the relevant policies and procedures.
- Reporting, to maintain incident logs and trend analysis to reduce incidents
- Record root cause notes and coordinate follow up actionsEnsure effective management of issues raised on all channels. Progressing the resulting Incidents/Tickets, queries, using appropriate prioritisation, agreed processes, procedures and policies, and ensuring referral to relevant resolver groups for resolution where required.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Successful applicants will be required to be security cleared prior to appointment, which can take a minimum 10 weeks.
We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
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