Service & Change Manager (ITIL)

Enso Recruitment; Belfast; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading software solutions provider in Belfast seeks a Service & Change Manager to manage incident resolution and service delivery for public sector clients. This hybrid position requires strong IT management experience, especially in incident and change management, along with proficiency in overseeing service desks and ensuring compliance with SLAs. The role offers the opportunity to contribute to significant software and digital transformation projects.

Qualifications

• Proficient in incident management and change management processes.
• Experience in a management role in a complex environment.
• Strong ability to communicate and collaborate with clients and team members.

Responsibilities

• Manage clients & stakeholders for high service levels.
• Oversee service desk queue and incident management.
• Formulate and manage Service Level Agreements (SLAs).

Skills

Incident Management

Problem Management

Change Management

Interpersonal Skills

Education

Bachelor’s degree in Business or Information Technology

Tools

ITIL

PRINCE 2

Job description

1 day ago Be among the first 25 applicants

Direct message the job poster from Enso Recruitment

Connecting organisations with Sales and Tech Talent needed for their teams | Principal Recruitment Consultant @ Enso Recruitment ???? | NI & Ireland |…

Enso recruitment is delighted to be once again partnered with a leading software solutions provider in Belfast. They are leaders in developing and implementing software & digital transformation projects for Public Sector Organisations and are currently recruiting for a Service & Change Manager for their team.

This position is perfect for someone coming from an IT background who has vast exposure in incident & problem management. Having previous team lead or management experience in service support will set you up for success in this complex environment.

This is a hybrid position based in Belfast and candidates should be able to work in an office environment a number of days per week.

The Role

• Manage clients & stakeholders to ensure they are provided with the highest level of service.
• Oversee the service desk queue, ensuring efficient management of client incidents, service requests and change requests.
• Formulate and agree on Service Level Agreements (SLAs), managing performance & ITIL quality procedures, including contracts and service levels with third-party providers.
• Plan, communicate and implement change projects, coordinating efforts within the internal team and engaging with clients externally, adhering to the change control procedure.
• Manage client financials, cost tracking, budget and forecasting for the contract term.
• Manage application and technical support teams to ensure the highest level of service.
• Identify and Manage Contractual Risks, Issues, Actions and Dependencies.
• Collaborate with the Risk & Compliance Manager to deliver ISO 27001 audit responses.
• Support pre-sales activities for service management, including tender responses and client presentations.

The Person

• Bachelor’s degree in Business, Information Technology, or a related field.
• Certifications in ITIL, PRINCE 2, SIAM, Supplier Management OR Change Management
• Experience of providing service support within a management role in a complex environment.
• Proficient in incident management, escalation management, issue resolution, problem management, and change management.
• Comprehensive knowledge and practical experience of change management processes.
• Demonstrated ability of managing multiple projects of varying sizes concurrently.
• Capable of communicating professionally with both clients and colleagues, using interpersonal skills to collaborate with other teams to resolve outstanding issues.

To be considered for this position, please reach out to Enso Recruitment today for a confidential conversation.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development and IT System Custom Software Development

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