Service Insights & Problem Manager – ITIL & Data Analytics

University of Salford (Personnel); Salford; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

32 days leave + holidays

Flexible working

Professional development

Community at Salford

Employee portal MySalford

Job summary

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

The successful candidate will combine strong ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape.

Qualifications

• Experience in ITIL/ITSM and service management.
• Strong analytical and data visualization skills.
• Ability to translate data into strategic decisions and improvements.

Responsibilities

• Develop, document and embed Problem Management, Service Insight and Continual Service Improvement processes aligned to ITIL best practice.
• Manage regular service reviews with senior stakeholders to evidence KPI progress and drive improvements.
• Facilitate governance forums and present prioritised service improvements for Change Management."
• Lead design and management of service-wide data analytics and dashboards, consolidating data from multiple sources to inform decisions.

Skills

ITIL/ITSM

Data analysis

Stakeholder management

Education

ITIL Certification

Tools

Power BI

Job description

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

The successful candidate will combine strong ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the university’s technology landscape.