Role: IT Service Management

Location: Midlands/NW

Remote/Hybrid: Largely remote, with some office time to manage the team and meet stakeholders

Salary: Up to £75k

Fantastic IT Service Management role within a leading professional services firm that has a great company culture and is continuing to expand. You will be focused on driving improvement projects within ServiceNow and across the Service Desks, being the primary face of IT Service Delivery. Positively, you will engage with C-Suite and a breadth of stakeholders across the business. Further, you will lead two teams to drive continuous improvement.

The role focuses on three core areas:

1. Managing hardware and Software requests from the business via Service Now tickets and then overseeing the process to fulfil these via the internal team or our supply chain partner
2. The role is responsible for ensuring standardised processes for each request type and managing the team/supply partners to deliver these against our SLA
3. Ongoing optimisation of the above

Requirements:

• ITSM experience
• Understanding of hardware, software, supply chain dynamics, and Service Now
• Ability to closely manage cadence around ticket management and tracking/reporting
• Continuous improvement, ability to identify opportunities for enhancement and implementing practical solutions
• Automation and outsourcing of tasks
• Effective team leadership

Please Note: This role focuses on operational delivery and supply chain SLA adherence, rather than traditional IT category management.