IT Service Manager (Live Service) - SC Cleared
đź“Ť Newcastle (2 days per week onsite)
đź“… Start: April
đź“„ 12-month FTC (strong likelihood of going permanent)
Amber Labs is looking for an experienced IT Service Manager to join us on a high-profile public sector programme.
This role sits within a live service environment, working across digital, operational and business teams to ensure services are delivered to agreed performance targets while continuously improving the end-user experience.
You’ll play a key role in managing end-to-end service performance, driving service quality, and ensuring smooth operation across a 24/7 landscape.
What you’ll be doing
* Working closely with delivery teams to support live services and service transition
* Building strong relationships with stakeholders across operational and digital teams
* Leading stakeholder engagement and providing regular service updates
* Managing incidents, problems and changes in line with agreed processes and policies
* Monitoring service performance against SLAs and OLAs
* Producing reports, analysing trends, and identifying opportunities to reduce incidents
* Maintaining service documentation and knowledge bases
* Supporting the transition of new applications into live service
* Ensuring issues are tracked, prioritised and resolved efficiently across all channels
What we’re looking for
* Active SC clearance (essential)
* Strong experience in IT Service Management within a live service environment
* Proven experience across incident, problem and change management
* Experience working in complex, stakeholder-heavy environments (public sector experience is highly desirable)
* Confident communicator, comfortable working with both technical and non-technical stakeholders
* A proactive approach with a focus on improving service quality and user experience
Additional info
* 24/7 service environment, occasional out-of-hours support may be required
* Hybrid working with 2 days per week in Newcastle
* 12-month fixed-term contract with a strong likelihood of becoming permanent
If this sounds like something you’d be interested in, feel free to get in touch or apply directly.