IT Service Manager

  • Per Annum
  • Location
    West Midlands
  • Basis

IT Service Manager- Birmingham- Permanent- £40-45,000 pa plus 15% flex fund and on call enhancement.

We have an exciting new opportunity for an experienced IT Manager with an ITIL background and experience with Service Now to join a large public sector organisation on a permanent basis.

The role will not have any direct reports but will involve the management of key suppliers and stakeholders. The role will involve the requirement to be on call one in every 6 weeks for any major incidents, this will be compensated for by on call enhancements and time off in lieu.

Job responsibilities;
-To provide service management for the ICT service support operation, and in other areas where change/project management determine this to be appropriate.
-To provide day to day service management ownership for the Service Operations process and procedure to ensure incidents, service requests, problems, changes and escalations to ICT management are dealt with in a timely fashion.
-Manage SLAs and perform SLA reviews with the business, to ensure agreed service levels are maintained or exceeded.
-To lead the Change and Request Management process to ensure changes made to production systems follows the change control process so that downtime to the business is minimised
-To lead the incident and problem management process to ensure service impact to the business is communicated and resolution activities has full ownership
-To lead supplier adherence to SLAs to ensure that services delivered are meeting or exceeding expectations
-To own, drive and track the implementation of Service Improvement plans, to increase process and service maturity
-To facilitate and contribute to the handover of Projects to Support to ensure that all requirements are met before a service is accepted into Support

To be considered you will have;
-Knowledge of supplier management to meet key performance indicators and agreed targets.
-Knowledge of configuration management databases and awareness of operational processes to maintain secure configuration, consistent classification and management of CIs, and for the verification and audit of configuration records.
-?????Knowledge of incident management to ensure incidents are handled according to agreed procedures.
-Working knowledge and experience of implementing service improvement
-ITIL v3 foundation or equivalent qualification
-Experience of managing external suppliers to service level agreements
-Experience of providing incident, problem and change management oversight across multiple suppliers For further information and to apply please contact Victoria at STR on 02392 322309 and email a copy of your to date CV to

strgroup is acting as an Employment Agency in relation to this vacancy.


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