IT Service Manager

Harvey Nash Group; Greater Manchester; On-site; GBP 46,000 - 56,000; Full time

Job summary

A leading company in the education sector is looking for an IT Service Manager to manage and oversee IT service delivery. The role is vital for ensuring that IT supports academic and administrative functions. Candidates should possess a relevant degree and experience in IT service management, especially within higher education. Key responsibilities include service management, incident resolution, project management, and stakeholder engagement.

Benefits

Training and development opportunities

Inclusive workplace environment

Qualifications

• Experience in IT service management, preferably in a higher education setting.
• ITIL Foundation certification required; further certification desirable.
• Proficient in service management frameworks.

Responsibilities

• Lead the management of IT services within the professional services sector.
• Monitor and report on performance of IT services.
• Handle incident and problem management with minimal disruption.

Skills

Leadership

Project Management

Communication

Problem-Solving

Customer Focus

Education

Degree in Information Technology, Computer Science, or related field

Tools

ITIL

Job description

IT Service Manager

12 months FTC

£46,735 - £55,755

Overview:

The IT Service Manager will oversee the delivery and management of IT services within the professional services sector of the university. This role is pivotal in ensuring that the IT infrastructure supports the academic and administrative functions effectively, enhancing the overall user experience for staff, faculty, and students.

Responsibilities

• Service Management: Lead the management of IT services specifically within the professional services sector, ensuring alignment with the overall service management strategy to ensure high-quality service delivery and support for professional services.
• Incident and Problem Management: Collaborate with Incident Manager to address incidents and problems specific to professional services, helping to coordinate, communicate, and ensure minimal disruption to university operations.
• Project Management: Work closely with the Delivery function to support the successful delivery of IT projects within the professional services sector, including support in planning, execution, transition, and in-place monitoring.
• Stakeholder Engagement: Collaborate with stakeholders within the professional services sector to understand their IT needs and provide tailored solutions.
• Performance Monitoring: Monitor and report on the performance of IT services within the professional services sector, implementing improvements where necessary.
• Budget Management: Oversee the budget for IT services within the professional services sector, ensuring cost-effective solutions and alignment with the overall IT budget managed by the Head of Service Management.

• Vendor Management: Manage relationships with vendors providing services within the professional services sector, including conducting performance reviews, ensuring service level agreements (SLAs) are met, and supporting the negotiation of contracts to ensure cost-effective and high-quality service delivery.

• Compliance: Ensure IT services within the professional services sector comply with university policies, industry standards, and regulatory requirements.
• Training and Development: Provide training and development opportunities for IT staff to enhance their skills and knowledge.

Qualifications - Professional Skills Certifications

• Education: Degree in Information Technology, Computer Science, related field or relevant professional experience.
• Experience: Experience in IT service management, preferably in a higher education setting.
• Skills: Strong leadership, project management, and communication skills. Proficiency in ITIL and other service management frameworks.
• Certifications: ITIL Foundation required, further ITIL certification is highly desirable.

Personal Attributes:

• Problem-Solver: Ability to think critically and solve complex IT issues.
• Collaborative: Strong team player with excellent interpersonal skills.
• Adaptable: Ability to adapt to changing technologies and environments.
• Customer-Focused: Commitment to providing excellent service to all university stakeholders.

Salford behaviours:

• Evolving: Creates a better future through a constant focus on improvement and innovation
• Connecting: Consciously connects with people to build trusting relationships over time and helps others to form networks that will support them in their work and learning
• Inspiring: Communicates with clarity and behaves in a way that engages and influences people to do their best for the University and its students
• Daring: Courageously navigates new situations and boldly decides, acts and challenges whilst supporting others to do the same

One of our strategic ambitions, articulated in our current strategic framework, is to advance equality, diversity, and inclusion (EDI). This includes achieving greater diversity within our workforce and creating an inclusive working environment service wide. We will create a culture that is collaborative and innovative and that adapts to the changing needs of our clients. EDI will be fundamental to this culture. In this role, you can expect to: contribute to our thinking and be challenging on how Salford can transform the way it addresses equity disparities, embraces diversity, and becomes more inclusive.

The University of Salford is committed to an inclusive approach to equality and diversity. We make every effort to form shortlisting and interview panels that are diverse in terms of gender, age, ethnicity, nationality, and socio-economic background.