Overview
Job Description: IT Service Management Specialist Grade 9 - £54,267-£58,461pa
We’re seeking a dynamic and experienced IT Service Management Specialist to lead the delivery of high-quality IT services across the Council. This role is central to ensuring operational excellence through the application of ITIL principles, with a strong focus on Major Incident Management, Problem Management, and Service Level performance.
Responsibilities
* Leading the Council's response to Major Incidents, ensuring swift coordination, resolution, and communication across stakeholders.
* Managing the Problem Management lifecycle—diagnosing root causes, implementing preventative measures, and maintaining documentation within the configuration management system.
* Monitoring and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent and reliable service delivery.
* Overseeing third-party support contracts, negotiating service credits, and enforcing contractual terms to maintain high standards.
* Maintaining and publishing a clear and accessible Service Catalogue, ensuring users understand available services and how to access them.
* Managing IT assets issued to end-users, including secure storage, distribution, reassignment, and disposal.
* Supporting financial planning and budget monitoring, identifying risks to expenditure and providing timely reports.
* Deputising for the Head of IT Service Delivery and participating in out-of-hours support on a rota basis (additional payment provided).
* Leading stakeholder engagement strategies, including complaint handling, issue resolution, and lessons learned.
* Promoting financial and commercial awareness to ensure value-for-money service delivery.
* Maintaining accurate records of systems, services, contracts, and assets in the Configuration Management Database (CMDB).
* Supporting risk identification, assessment, and mitigation across IT service delivery.
Qualifications
* A degree or equivalent work-related attainment or experience.
* Relevant certifications aligned with ITIL and service management (e.g., ITIL Foundation or Practitioner).
* Proven experience in managing major incidents, problem resolution, and service level performance.
* Strong understanding of ITIL processes and their impact on service delivery and user experience.
* Experience managing supplier relationships and contractual obligations.
* Excellent communication and stakeholder engagement skills.
* Leadership in operational management and collaborative working across diverse teams.
#J-18808-Ljbffr