IT Service Manager

Newcastle University; Newcastle upon Tyne; On-site; GBP 45,000 - 65,000; Full time

Job summary

Newcastle University seeks an experienced IT Service Manager to manage IT services, ensuring high performance and adherence to best practices. The role, based in Newcastle, offers a permanent position with benefits including hybrid working and a commitment to diversity and inclusion.

Benefits

Generous holiday package

Great pension schemes

Health and wellbeing initiatives

Qualifications

• 5+ years of experience in IT service management.
• At least 2 years in a managerial or leadership role.
• Strong understanding of IT infrastructure and ITIL practices.

Responsibilities

• Manage delivery and performance of IT services.
• Implement ITIL best practices.
• Monitor service delivery and provide regular reports.

Skills

Service Level Management

Change Management

Problem-Solving

Communication

Performance Management

Education

ITIL Foundation (V4 preferred)

Other service management-related qualifications

Job description

Social network you want to login/join with:

Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Closing Date: 16 May 2025

About Us

Our IT Service exists to deliver an excellent service for its users, enabling world-class teaching, learning and research at our university.

We are committed to expanding our knowledge and expertise with a strong focus on the training and development needs of our people. Your contribution will help shape the future of education and contribute to ground-breaking projects through IT innovation. To find out more about our dynamic customer-focussed teams, visit Working in our IT Service.

The Role

The IT Service Manager is responsible for managing the delivery and performance of IT services to meet our objectives. This includes monitoring the delivery of services, implementing ITIL best practices, and ensuring the smooth running of all IT systems, networks, and applications.

This role is permanent, based at the Newcastle-upon-Tyne campus, and offers a variety of attractive benefits including hybrid working. Full job description can be viewed here.

Informal enquiries may be made to the Head of Service Management at [emailprotected]

To apply, please complete the online application form and attach your CV and a cover letter that demonstrates how you meet the essential criteria for the position, as outlined in the Person Specification of the Job Description. Any requested additional documents required as part of your application should be included within the same file as your cover letter. The total file size must not exceed 10MB.

About you:

We are looking for applicants who can demonstrate the following essential qualities:

• Service Level Management: Owning the Service Delivery lifecycle, ensuring that IT services meet service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction goals.
• Service Catalogue Management: Ensure that the IT Service Catalogue and Request Catalogue is current, accurate, and managed to reflect any changes, additions, or retirements as required.
• Change Management: Ensure that all changes to IT services and systems are reviewed to minimise the impact on our users. This includes representing Service Management and attending change boards to assure IT Services and our customer requirements are met.
• Service Improvement: Continuously evaluate and improve IT Service Management processes, identifying areas for enhancement in efficiency, quality, cost-effectiveness, and added value.
• Performance Management: Provide regular reports and updates on service performance, issues, and improvements. Create Service Improvement Plans by engaging with relevant teams, driving recovery.
• Documentation and Compliance: Maintain detailed documentation of service processes, procedures, and policies.

The Person

You will have or be able to demonstrate the following attributes:

• Education: ITIL Foundation (V4 preferred), ITIL Expert, or other service management-related qualifications/experience.
• Experience: 5+ years of experience in IT service management, with at least 2 years in a managerial or leadership role.
• Knowledge: Understanding of IT infrastructure, service management processes, and ITIL practices. Familiarity with enterprise software, networks, cloud technologies, and IT security best practices.
• Communication: Excellent verbal and written communication skills to interact with stakeholders and report on service performance.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to identify service issues, analyse root causes, and implement corrective actions.
• Improvement: Proven experience in promoting initiatives, with a focus on driving service excellence, user engagement, and continuous improvement.
• Additional Skills:
• A proactive mindset and the ability to work under pressure.
• Strong organisational and time management skills.
• Customer-oriented approach, with a focus on delivering high-quality service.
• Ability to manage multiple priorities effectively.

Newcastle University is a global University where everyone is treated with dignity and respect. As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.

We are committed to being a fully inclusive university which actively recruits, supports, and retains colleagues from all sectors of society. We value diversity as well as celebrate, support, and thrive on the contributions of all of our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We believe that success is built on having teams whose backgrounds and experiences reflect the diversity of our university and student population.

At Newcastle University, we hold a silver Athena Swan award in recognition of our good employment practices for the advancement of gender equality. We also hold a Race Equality Charter Bronze award in recognition of our work towards tackling race inequality in higher education REC. We are a Disability Confident employer and will offer an interview to disabled applicants who meet the essential criteria for the role as part of the offer and interview scheme.

In addition, we are a member of the Euraxess initiative supporting researchers in Europe.