Service Insights & Problem Management Lead

The University of Salford; Salford; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

32 days leave

Flexible working

Professional development

Our community

The Perks

Job summary

The University of Salford is seeking an experienced IT Problem and Service Insights Manager to own end-to-end problem management, incident trend analysis and service improvement initiatives within the Digital Services department.

You will combine ITIL/ITSM expertise with strong analytics to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape, partnering with service owners, technical teams and senior leadership to

Responsibilities

• Develop, document and embed fit-for-purpose Problem Management, Service Insight and Continual Service Improvement processes aligned to ITIL best practice
• Manage regular service reviews with senior stakeholders using KPI data, trend analysis and feedback to drive improvements
• Facilitate the Service Improvement Board, present prioritised service improvements, demand and PM recommendations
• Ensure service delivery meets agreed levels for Major Incident and Change; produce weekly reporting packs and lead service reviews
• Lead design and management of service-wide data analytics and dashboards, consolidating data from multiple sources and translating it into actionable insights

Job description

The University of Salford is seeking an experienced IT Problem and Service Insights Manager to own end-to-end problem management, incident trend analysis and service improvement initiatives within the Digital Services department.

You will combine ITIL/ITSM expertise with strong analytics to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape, partnering with service owners, technical teams and senior leadership to