Contract Length: 12 Months
Minimum Requirement: As per JD / ITIL V4 Foundation certification
Summary of the Role and key responsibilities
As an IT Service Manager, you are responsible for ensuring a high-quality service is achieved for the end-to-end technology solution, support services and user experience of the Case Management Tool (CMT) and associated services.
This is a highly visible role supporting the department to achieve AME savings over the next 3 years with the successful candidate required to undertake key activities associated with Service Management such as:
- Proactive role within the wider Fraud & Error Live Support team, using recognised Service Management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate to relevant IT service functions focussing on supporting our external resource partners.
- Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations
- Meeting or exceeding agreed SLAs and OLAs for Incident, Problem and Change Management
- Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams)
- To work occasional evenings and weekends as required.