Service Management and Performance Specialist in Birmingham

Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement. In this role, you'll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption of these best practices.

What you will be doing:

• Efficiently coordinate and analyse service desk calls covering Service Requests, Incidents, Changes, and Problems, promptly addressing inquiries.
• Assist in implementing ITIL practices to improve Digital and Data services and best practice aligned with ITIL standards.
• Participate in the updates and management of the Service Portfolio and Service Catalogue.
• Provide support in managing Major incidents by taking timely actions, engaging vendors to identify root causes, and defining remedial measures (problems, prevention, avoidance).
• Collaborate with the ICT Change Manager to facilitate an efficient Change Management process - covering recording, evaluation, authorisation, prioritisation, planning, testing, implementation, documentation, and review, minimising unforeseen impacts on production services and business risk.
• Assist in planning and overseeing the movement of releases to test and live environments.
• Contribute to process design, construction, implementation, and documentation and to the development and execution of the Continual Service Improvement Programme (CSIP).
• Gather, monitor, analyse, and report on all Digital and Data services, providing recommendations for service enhancements.
• Analyse business performance to functional level KPIs.
• Monitor and report on service level agreements, operational level agreements, and underpinning contracts.

What's essential:

• ITIL Foundation Certificate (Level 3/4)
• Experience with IT Service Management Tools (we use Fresh Service, but any experience with other systems would be welcome).
• Competent usage of MS Office Applications, especially Excel - Pivot tables, analysis work on data and trends.
• Proven ITIL Service Management experience such as service requests, incident/problem, change, release and deployment management.
• Customer and user focused (internal and external).
• Exposure to service level agreements and suppliers management and service monitoring methods.

Location: The location for this role is 16 Summer Lane, Birmingham, B19 3SD with at least 2 days a week spent in the office.

Salary and benefits:

• We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate.
• 28 days paid annual leave (with an option to purchase more).
• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Discounted gym membership.
• 3 days of paid leave each year to volunteer.
• Interest free financing through SmartTech to buy the latest technology.
• Discounted shopping with over 2,000 big-name retailers.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria.