IT Problem and Service Insights Manager

University of Salford; Salford; Hybrid; GBP 60,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

32 days leave

Flexible working

Professional development

Community

MySalford perks

Job summary

University of Salford’s Digital Services department is seeking an experienced IT Problem and Service Insights Manager to own end‑to‑end problem management, incident trend analysis and service improvement initiatives. You will combine ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape.

You will work closely with service owners, technical teams and senior leadership to

Responsibilities

• Responsible for developing, documenting and embedding fit-for-purpose Problem Management, Service Insight and Continual Service Improvement processes aligned to ITIL best practice.
• Responsible for the management of regular service reviews with key senior stakeholders to evidence progress toward defined KPI’s and ensure the adherence to the University standards using service performance data, trend analysis and stakeholder feedback to identify continual improvement opportunities.
• Facilitate the Service Improvement Board (or equivalent governance forum), presenting prioritised service improvements, business demand and Problem Management recommendations before approved initiatives transition into Change Management and CAB.
• Responsible for ensuring service delivery meets the agreed service levels for Major Incident and Change. Produce weekly reporting packs, lead regular service reviews with senior management/vendors and conduct ongoing trending/analysis to inform continual service improvement.
• Lead the design, development and ongoing management of service-wide data analytics and interactive dashboards, consolidating information from multiple sources across Service Management. Establish meaningful KPIs, ensure data accuracy and consistency, and translate complex operational data into actionable insights that inform strategic decision-making, stakeholder engagement, proactive Problem Management and continual service improvement.

Job description

University of Salford’s Digital Services department is seeking an experienced IT Problem and Service Insights Manager to own end‑to‑end problem management, incident trend analysis and service improvement initiatives. The successful candidate will combine strong ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape. You will work closely with service owners, technical teams and senior leadership to translate data into measurable improvements, ensuring high‑quality, reliable digital services for staff and students. This role is ideal for a proactive, data‑driven professional who thrives in a collaborative academic environment.

Key Responsibilities

• Responsible for developing, documenting and embedding fit-for-purpose Problem Management, Service Insight and Continual Service Improvement processes aligned to ITIL best practice.
• Responsible for the management of regular service reviews with key senior stakeholders to evidence progress toward defined KPI’s and ensure the adherence to the University standards using service performance data, trend analysis and stakeholder feedback to identify continual improvement opportunities.
• Facilitate the Service Improvement Board (or equivalent governance forum), presenting prioritised service improvements, business demand and Problem Management recommendations before approved initiatives transition into Change Management and CAB.
• Responsible for ensuring service delivery meets the agreed service levels for Major Incident and Change. Produce weekly reporting packs, lead regular service reviews with senior management/vendors and conduct ongoing trending/analysis to inform continual service improvement
• Lead the design, development and ongoing management of service-wide data analytics and interactive dashboards, consolidating information from multiple sources across Service Management. Establish meaningful KPIs, ensure data accuracy and consistency, and translate complex operational data into actionable insights that inform strategic decision-making, stakeholder engagement, proactive Problem Management and continual service improvement.

About the School or About the Department

University of Salford’s Digital Services department is seeking an experienced IT Problem and Service Insights Manager to own end‑to‑end problem management, incident trend analysis and service improvement initiatives. The successful candidate will combine strong ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape. You will work closely with service owners, technical teams and senior leadership to translate data into measurable improvements, ensuring high‑quality, reliable digital services for staff and students. This role is ideal for a proactive, data‑driven professional who thrives in a collaborative academic environment.

What’s in it for you?

• Competitive salary - and excellent pension scheme
• An impressive 32 days leave - plus bank holidays, additional time off at Christmas and the opportunity to buy even more!
• Flexible working - we support a culture of flexible and agile working to help you find the right balance
• Professional development - we offer a comprehensive package of training and development opportunities to help you achieve your full potential
• Our community - there's a real sense of belonging here at Salford. We value diversity, in backgrounds and in experiences. Our difference makes us stronger, and together we share a passion for improving students' lives
• The Perks! - MySalford, our online employee portal offers a wide range of lifestyle benefits and discounts

Potential candidates should be aware that this advert may close early if we receive a high volume of applications