IT Service Manager

HS2 (High Speed Two); Birmingham; On-site; GBP 41,000 - 49,000; Full time

Job summary

A leading rail infrastructure organization in Birmingham is looking for a professional to oversee IT services and operations. The ideal candidate will manage service delivery, ensure performance aligns with service levels, and foster a culture of Equality, Diversity, and Inclusion. An exciting opportunity to shape IT service management in a critical sector awaits you.

Benefits

Flexible benefits fund

Professional development opportunities

Qualifications

• Experience of managing multiple IT services or platforms.
• Experience of managing internal and external IT teams' outputs.
• Experience of balancing multiple priorities to deliver complex services.

Responsibilities

• Oversee the end-to-end delivery of IT services and operations.
• Manage service delivery of platform, products, and services.
• Ensure effective application lifecycle management.

Skills

Service Level Management

Change Control

Business analysis

Technology Service Management

Continual service improvement

Job description

Overview

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Base salary: £41092 pa to £48344 pa depending on skills and experience. In addition, we offer flexible benefits fund of 15% which is paid on top base salary and is fully pensionable, as well as a range of competitive benefits - check them out in the Benefits section on our website

HS2 Ltd endeavours to ensure everyone working for us and with us feels included, thrives and achieves their full potential. In practice, this means we are positive and inclusive about making adjustments, providing flexible working, encouraging our staff networks to flourish and providing personal and professional development opportunities.

About the role

• Oversee the end-to-end delivery of IT services and operations across products and platforms to business and IT customers, ensuring IT services are available and perform in line with defined service levels.
• Responsible for managing and assuring service delivery of platform, products and services, effectively managing end to end ITIL service management practices.
• Ensure the effective outcome of application lifecycle management.
• Accountable for incident, problem, request, event, and change management across allocated services, coordinating suppliers, communicating to stakeholders and ensuring effective processes.
• Ensure the outcomes of service level agreements (SLAs) and operational level agreements (OLAs) across the IT portfolio.
• Oversee the performance of key IT suppliers and internal delivery teams, ensuring services are delivered consistently and meet contractual and operational expectations.
• Collaborate with cross-functional IT teams to ensure seamless service delivery across end-to-end business processes and identify opportunities to improve end user experience, costs, and service performance.
• Provide adequate reporting and management information, ensuring service standards are met and performance is visible and clear.
• Maintain and improve service management documentation, processes, and knowledge assets to support operational efficiency, resilience, and compliance.
• Actively promote and embed Equality, Diversity and Inclusion (EDI) in all work and support compliance with organisational EDI initiatives, policies and procedures.

About you

Skills

• Service Level Management: Agreeing targets for service levels and monitoring and managing delivery against targets.
• Change Control: Assessing risks of proposed changes and ensuring changes are controlled and coordinated.
• Business analysis: Leading investigative work into problems and opportunities, collecting information and recommending improvements.
• Technology Service Management: Managing technology-based services to meet organisational needs using ITIL best practice.
• Continual service improvement: Analyzing current processes, identifying opportunities to optimise, and leading a team to deliver improvements.

Knowledge

• Knowledge of digital information, digital contexts and design services that fit them, plus new technologies and their potential applications.
• Knowledge of IT Service Frameworks, Methodologies and best practice.

Type of experience

• Experience of managing multiple IT services or platforms.
• Experience of managing the outputs of internal and external IT teams.
• Experience of balancing multiple priorities to deliver a complex service or project for stakeholders.
• Experience of producing reports that provide governance and assurance for service standards.

The post-holder is expected to behave at all times in a manner consistent with the HS2 values of Safety, Leadership, Integrity and Respect.

It is expected that you will actively promote and embed Equality, Diversity and Inclusion (EDI) in all your work and support and comply with organisational EDI policies and procedures.

Other requirements

• HS2 Ltd does not sponsor visas. Applicants must have the Right to Work in the UK at the time of application and a Right to Work validation will be completed prior to the interview. Some visa types cannot be accepted.
• Offers are subject to satisfactory pre-employment checks including Nationality & Immigration Status, employment references, DBS, financial and education checks.
• Applications received after the closing date will not be considered.

We ask for a variety of detail in your online application; the first assessment of suitability is based on CV information. To reduce bias, CVs will be anonymised in the initial review and you should attach an updated Word version of your CV with evidence directly related to the criteria in the job advert.

Watch this video on how we remove bias in recruitment: Removing bias in the recruitment process (youtube.com)

About Us

High Speed 2 (HS2 Ltd) will be the UK's new high-speed rail network. The scheme will shorten journey times, boost the economy and create thousands of jobs.

HS2 Ltd will create a skills legacy and is committed to EDI, safety and a safe & inclusive working environment aligned with our values of Safety, Respect, Integrity and Leadership.

HS2 Ltd is a safety-critical organisation. Employees are required to work safely according to the "Safe at Heart" programme and procedures.

HS2 Ltd endeavours to ensure everyone feels included, thrives and achieves their full potential.