Service and Change Manager (Belfast)

About us

iTS is a Northern Ireland based provider of technology and solutions for complex case management and other bespoke government and private customer solutions. We have over 90 employees across our sites in Belfast and Chennai. iTS is a rapidly changing, ambitious and dynamic business and we look to employ people who, like us, put the client at the heart of everything they do.

The Role

This role will be the key iTS representative for multiple clients with responsibility for delivering the highest level of service, co-ordinating the various services provided, fulfilled by a number of technical teams and third-party service providers. The successful candidate will have previous experience of service support in a team leader or management position within a complex environment. You'll be well versed in incident and problem management and have a strong IT background. This is a hybrid role with weekly attendance to our Belfast office required.

Key Responsibilities

• Manage Client Relationship, negotiating, influencing and building positive relationships with stakeholders and ensure they are provided with the highest level of service.
• Oversee the service desk queue, ensuring efficient management of client incidents, service requests, and change requests within the Service Desk toolset from initial contact through to resolution.
• Escalate, coordinate and manage communication for major and high impacting incidents.
• Attend Service Review Meetings with customers on behalf of iTS and provide contract-required reporting.
• Formulate and agree on Service Level Agreements, managing performance per ITIL quality procedures, including contracts and service levels with third-party providers.
• Plan, communicate and implement change projects, coordinating efforts within the internal team and engaging with clients externally, adhering to the change control procedure.
• Manage client financials, cost tracking, budget and forecasting for the contract term.
• Seek improvements to the client service and application, collaborating with the Head of Support and Maintenance and Account Managers to implement changes and drive continuous improvement.
• Manage application and technical support teams to ensure the highest level of service – including line management duties.
• Identify and Manage Contractual Risks, Issues, Actions and Dependencies.
• Collaborate with the Risk & Compliance Manager to deliver ISO 27001 audit responses.
• Support pre-sales activities for service management, including tender responses and client presentations.

Essential Qualifications

• Degree or equivalent qualification in an IT related discipline.

Desirable Qualifications

• ITIL Service Management Certification.
• Knowledge of Service and Integration Management (SIAM).
• PRINCE 2 Practitioner Certification.
• BCS Specialist Certificate in Supplier Management.
• BCS Specialist Certificate in Change Management.

Skills and Competencies

• Substantial experience of providing service support within a management role in a complex environment.
• Proficient in incident management, escalation management, issue resolution, problem management, and change management.
• Comprehensive knowledge and practical experience of change management processes.
• Experience collaborating with remote teams.
• Demonstrated Ability of managing multiple projects of varying sizes concurrently.
• Leadership, strategic planning, and decision-making skills.
• You are a team player with good interpersonal skills and a commitment to take ownership of and responsibility for the tasks assigned to you.
• Strong stakeholder management skills, with the confidence to challenge supportively and effectively where appropriate.
• Capable of communicating professionally with both clients and colleagues, using interpersonal skills to collaborate with other teams to resolve outstanding issues.
• Analytical mind with excellent problem solving skills.
• Client-focussed, prioritizing their requirements.
• Positive and proactive attitude towards the technical and commercial challenges facing iTS and our clients.

Competencies

• Communication skills – excellent written and oral skills to represent iTS professionally with multiple stakeholders.
• Customer Service – excellent interpersonal skills to consistently deliver an excellent level of customer service to all contracts.
• Change/Project Management – Skilled in managing change projects of various sizes while maintaining excellent levels of business as usual service.
• Problem-Solving – Ability to identify recurring support issues and suggest resolution through continuous improvement program.
• Organisational Skills – Capable of multi-tasking in a fast-paced environment and managing time effectively to meet the role's demands.

No agencies please.