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ITSM Manager, hybrid/Brighton - £61K-£70K

Our client is a leading organisation that will impact on millions of lives for decades to come.

The ITSM Service Manager’s role is to:

· Define and deliver the ITSM vision and strategic roadmap to ensure IT service delivery and performance aligns with business requirements

· Transform the IT organisation by delivering best practices supporting Service Management and overall operations service delivery.

· Lead the delivery, performance, and development of the in house ITSM team

· Build and promote the understanding and value of ITSM brand across the organisation.

Essential skills and experience you will need:

· Extensive experience in a Senior IT Service Management role with consistent record of creating an ITSM vision and defining and delivering the service management improvement roadmap

· Extensive experience working in a team-oriented, collaborative environment, with strong experiences of leading, running and developing an IT Service Management team

· Proven Understanding and working experience of ITSM frameworks and core processes; preferably ITIL v4

· Strong working experience of Continuous Improvement, root cause analysis and using feedback loops to improve performance

· Solid experience and use of analytics, Management Information, reporting, metrics and KPI’s to support decision making

Desirable skills and experience:

· Experience of Information Security practices

· Experience of service management design and delivery to enable an agile environment

· Experience of leading the performance and development of third-party service delivery partners

· Excellent stakeholder management and strong influencing skills.

· Experience of staff coaching and mentoring

Person Specification:

· Leadership skills

· Can do approach

· Ability to prioritise and use initiative

· Problem solving and analytical skills

· Communication skills at all levels

What you will be responsible for:

ITSM strategy

Responsibility for defining and delivering the ITSM vision and strategy to drive adoption of service management processes and operational best practices across the organisation.

ITSM Processes management

Overall responsibility for the design, delivery, and continual improvement of ITSM processes including change, service transition, asset management, incident and problem management, CMDB and catalogue management.

Performance Management

Accountable for overseeing the creation, delivery and reporting of business aligned IT performance metrics including SLAs, KPIs and OLAs.

Team Leadership

Responsible for leading and developing the internal ITSM and Service Desk teams and responsible for the planning and delivery of ITSM objectives and resources including setting team direction and priorities

Stakeholder engagement and relationship management

Establish and mature cross department understanding and collaboration to support the effective delivery and continual improvement of IT service management. Be an ambassador for technology, working across the business to provide effective communication on IT matters and build links with other teams to support effective service delivery.

Continual Service Improvement

Create, deliver, and evolve the ITSM continual improvement roadmap focusing on efficiency, quality, and value for money.

Supplier Management

Responsible for the operational relationships and performance of IT service suppliers and ensures potential disputes or conflicts are raised and resolved.

Benefits you will get:

• Public Sector Pension arrangements

• discretionary bonus arrangements

• access to performance related pay progression

• 5 days annual leave provision

• flexible working arrangements

• development opportunities

• enhanced parental leave arrangements

• a free employee assistance programme

• an excellent office location in Brighton.

Job Type: Permanent

Salary: £61,598.00-£70,881.00 per year

Benefits:

• Company pension
• Flexitime

Schedule:

• Flexitime
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Brighton: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Brighton

Application deadline: 15/08/2023
Reference ID: TV/ITSM