Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
The role is office based in Hartlepool.
The Service Desk Manager is a varied, challenging, and exciting role. You will be responsible for ensuring the Service Desk and Incident Management processes are fit for purpose, pushing the envelope of what is possible, and driven by the continually evolving needs of the business. This involves working closely with both internal and external stakeholders and customers, supporting the delivery of a high‑performance and reliable IT capability worldwide.
Working within the Cyber, Service and Technology (CST) division and reporting to the Head of Service Delivery, the successful candidate will deliver IT Service Desk and Incident Management to NEC colleagues and customers. The role has direct line‑management responsibility for 4 FTEs and broader responsibility for a team of approximately 50 people based in Hartlepool, Chippenham, and India. It involves designing and delivering Service Desk and Incident Management processes within NEC, using the ITIL framework, maintaining ISO20000 compliance, and managing multiple distinct service desks.
Responsibilities
* Develop and own the end‑to‑end processes & delivery within NEC, including:
o Service Desk practice
o Incident Management practice
* Build and lead a cohesive team split across multiple geographic locations, coaching and developing the team.
* Work collaboratively with NEC business stakeholders to ensure their needs and customer needs are understood and met.
* Measure, monitor, and review in‑scope processes using KPIs and CSFs to meet business needs and align with IT strategy.
* Manage and forecast resources, ensuring staff are appropriately skilled.
* Support bid responses and costing, and develop service offerings with stakeholders to expand capability.
* Maintain compliance with internal and external audits and support ISO20000 audits.
* Review and verify documentation is moderated and accurately updated per document management requirements.
* Onboard new services, ensuring teams are prepared for take‑on and understand contractual/business needs.
* Apply continual service improvement strategies aligned with business priorities and objectives.
* Work closely with the Service Delivery Manager and Head of Service Delivery to ensure a full ITIL‑aligned end‑to‑end service is available.
* Balance cost of delivery and quality to achieve an appropriate balance.
* Engage with third‑party organisations as required.
* Set long‑term strategic vision for the service desk and plan short‑ and long‑term actions.
* Understand industry standards and best practices for service management.
* Communicate effectively, being influential and persuasive with stakeholders.
* Advocate for necessary resources, support, and appreciation of the service desk.
* Understand customer businesses and think critically about systems, making adjustments with a continual improvement approach.
* Manage time effectively while setting a positive tone for the team.
* Document, audit, and improve all service desk processes consistently.
* Promote the service desk with senior management, ensuring it is viewed as a core business asset.
Essential Skills
* Extensive service desk management experience in a complex organisational structure.
* Strong stakeholder management and resource management.
* Excellent customer service skills and the ability to innovate.
* Excellent communication and business writing.
* Working knowledge and experience of the ISO20000 Service Management Standard.
* Leadership with mentoring for direct reports and wider team.
* Ability to work closely with the Head of Service Delivery and independently as required.
Qualifications
Essential Qualifications
* ITIL v4 Foundation
* NPPVL3 + SC clearance required
Desirable Qualifications and Skills
* ITIL v5 Foundation
* ITIL v4 Intermediate Qualification
Additional Information
* Private Medical Cover funded by NEC for Employees, with option to add family members at an additional cost.
* 25 days paid holiday with option to buy/sell.
* 4× basic salary life assurance cover funded by NEC, with option to increase cover at an additional cost.
* A Group Pension Plan with employer contributions up to 8.5%.
* A selection of flexible benefits to suit your individual needs.
* An employee assistance programme which can help in every area of your life.
* Free access to LinkedIn Learning for all colleagues; over 15,000 courses covering a wide breadth of subjects.
Other Information
Candidates must be able to demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
Equal Opportunity Statement
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are
We’re NEC Software Solutions (part of the global tech giant NEC Corporation). Our software supports a range of critical services such as ambulance dispatch, hospitals, transport, emergency response, and more. We work with governments, hospitals, police forces, housing providers, local authorities, and other public services. We help our customers deliver faster support, improve patient treatment, and respond to emergencies effectively. Join us to support the 3,000+ employees who are pushing the boundaries of what’s possible.
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