ITSM Process Improvement Manager

ISS - Information Systems Services
Salary: £45,585 - £54,395 (Grade 8)
Closing Date: Sunday 15th September 2024 at 6pm
Interview Date: Monday 23rd September 2024

The Opportunity

We are looking for an experienced ITSM professional to review and drive forward improvements with processes associated with the delivery of our digital services. Based in the IT Service Management team the role holder will work closely with the Service Desk and with Service Delivery teams across Information Systems Services. As well as identifying and progressing potential service improvements, the role holder will help to oversee the transition of new services to delivery teams.

The successful candidate will have significant experience of managing Service Desk activities, of analysing and reporting on service management data, and of working with service delivery teams across a large and complex organisation in order to make tangible changes to improve the customer experience.

Major Duties:

1. Educated to degree level in an IT related subject, or equivalent professional experience of working with multiple teams across an IT organisation (Essential)
2. Previous experience of managing Service Desk activities, with the ability to lead, motivate and develop staff across an organisation (Essential)
3. Knowledge of service management methodologies and experience of managing key processes, including request, incident and problem management (Essential)
4. Experience of analysing and reporting on service management data (Essential)
5. Experience of identifying issues within service management processes and working with other teams to suggest and implement changes to improve the customer experience (Essential)
6. Good negotiating skills, with the ability to build a case to influence managers and staff across the organisation to improve the customer experience (Essential)
7. Ability to track and measure root causes of IT Service incidents, and to implement problem management processes across the IT organisation (Essential)
8. An understanding of technology issues and the ability to explain technology related issues to a non-technical audience (Essential)
9. Understanding of IT service provision within a Higher Education environment (Desirable)
10. Qualification/Certification in IT Service Management (Desirable)
11. Proven track record of personal development within IT Service or Problem Management, along with a commitment to ongoing growth (Essential)

If interested, apply now and submit your CV alongside a Coversheet up to a maximum of two A4 pages.