IT Service Manager (SC Eligible)
Hays Specialist Recruitment Milton Keynes
Role Overview
Our client is seeking additional IT Service Management support to enhance service delivery. This opportunity involves two roles, each crucial for ensuring the quality, effectiveness, and efficiency of service delivery. You will be responsible for supporting the successful delivery of services by resolving issues, steering customer-driven changes, and leading service delivery teams.
Your role will involve understanding and meeting customer requirements, investigating and solving problems in existing processes, and optimising and improving service delivery.
Key Responsibilities
Our client is seeking additional IT Service Management support to enhance service delivery. This opportunity involves two roles, each crucial for ensuring the quality, effectiveness, and efficiency of service delivery. You will be responsible for supporting the successful delivery of services by resolving issues, steering customer-driven changes, and leading service delivery teams.
Your role will involve understanding and meeting customer requirements, investigating and solving problems in existing processes, and optimising and improving service delivery.
Key Responsibilities
- Support service delivery by resolving issues and incidents, and steering customer-driven changes.
- Understand and meet the customer's requirements within the technical capabilities.
- Investigate and solve problems in existing processes, generating new ideas to improve services.
- Optimise and improve processes, ensuring policies and standards are updated.
- Contribute to high-quality proposals that meet customer needs and align with strategic goals.
- Provide guidance and review service documentation for projects.
- Identify, escalate, and mitigate risks.
- Manage and own Service Designs for operational services.
- Act as the Service SME, sharing knowledge to enable service delivery.
- If requested, act as Line Manager for IT Service Management contractors.
- You must be eligible to undergo Security Clearance (e.g. Hold UK nationality or dual citizenship) - you will not be considered for this position unless you meet this first requirement
- You will need to be ITIL v3/v4 certified
- Ability to commute to Milton Keynes on a hybrid basis (60% onsite, 40% remote)
- Strong experience in IT Service management - a government or defence industry focus would be a bonus.
- Problem-solving skills and practical solution development.
- Knowledge of SLAs/OLAs/Contracts.
- Proven track record of meeting performance targets.
- Proficiency with Microsoft Productivity Tools (Excel, Word, PowerPoint).
- Experience managing complex stakeholder groups.
- Ability to deliver high-quality management information and reports.
- Knowledge of ServiceNow and other Service Management tools.
- An initial 9-month contract
- £400 - 430 per day rate Outside IR35 (via limited company)
- Ability to work in a hybrid working pattern
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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