Strategic IT Service Manager: Digital Experience

Southwark Council; Greater London; Sur place; GBP 65 000 - 90 000; Plein temps

Résumé du poste

Southwark Council is recruiting an IT Service Manager to own the service management framework for Digital and Resident Experience and to drive performance across the Service Desk, technical teams and suppliers. You will set standards, monitor delivery, and hold partners to account to ensure high-quality services for staff and residents.

You will lead the ITSM Lead and align cross-service teams in a politically aware environment, shaping continuous improvement and governance across the division.

Qualifications

• Significant experience leading IT service management in a large, complex organisation.
• Strong ITIL understanding and incident/problem/change management.
• Proven ability to define service levels and manage suppliers to meet them.

Responsabilités

• Set service levels reflecting resident needs and ensure timely restoration of resident-facing services.
• Build and nurture a high-performing team culture with clear expectations.
• Own the IT service management framework for Digital and Resident Experience with defined standards.
• Hold services and suppliers to account using regular performance reporting and action plans.
• Lead governance and assurance, chairing reviews and advising on risk and improvement.
• Direct the ITSM Lead and manage the service monitoring platform and improvement priorities.
• Own service levels of supplier and managed-service performance in collaboration with Commercial functions.
• Line manage the ITSM Lead and foster cross-service relationships without direct authority.

Connaissances

IT service management

ITIL

Leadership

Stakeholder management

Description du poste

Southwark Council is recruiting an IT Service Manager to own the service management framework for Digital and Resident Experience and to drive performance across the Service Desk, technical teams and suppliers. You will set standards, monitor delivery, and hold partners to account to ensure high-quality services for staff and residents.

You will lead the ITSM Lead and align cross-service teams in a politically aware environment, shaping continuous improvement and governance across the division.