Service and Change Manager

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 120 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. Located in Belfast, the expectation of this role as per business requirements is to come to the office on a regular basis with flexibility to work from home. Our office is currently located at 205 Airport Rd W, Belfast BT3 9ED.

This role will be the key ITS representative for multiple clients with responsibility for coordinating the various services provided, possibly 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. The support team works shifts to cover the core UK business hours of 07.00 to 19.00, Monday to Friday. There may be a requirement to provide support outside of normal UK working hours and weekends, via an on-call or pre-arranged basis. There may be a requirement to visit regional offices including some overseas travel.

Key Responsibilities

• Manage Client Relationship, negotiating, influencing, and building positive relationships with stakeholders and ensure they are provided with the highest level of service.
• Represent ITS at Service Review Meetings with customers.
• Take ownership of managing client incidents, service requests, and change requests within the Service Desk toolset from initial contact to closure.
• Escalate, coordinate, and manage communication for major and high-impacting incidents.
• Provide Service Management Reports to clients monthly or quarterly, as required.
• Create and Agree Service Level Agreements, managing performance according to ITIL-based quality procedures, including back-to-back contracts and service levels with third-party service providers.
• Plan, communicate, and implement change projects, coordinating efforts within the internal team and engaging with clients externally, adhering to the change control procedure.
• Understand and identify technical resolutions within supported applications.
• Manage client financials, cost tracking, budget, and forecasting for the contract term.
• Proactively seek improvements to the client's service and application, working closely with the Head of Support and Maintenance and Account Managers to drive change where appropriate.
• Manage application and technical support teams to ensure the highest level of service – including line management duties.
• A clear focus on continuous improvement and innovative solutions.
• Identify and Manage Contractual Risks, Issues, Actions, and Dependencies.
• Work closely with the Risk & Compliance Manager to deliver audit responses for ISO 27001.
• Assist with pre-sales activities relating to service management for new clients, including tender response preparation and client presentations.

Skills, Knowledge & Experience

• Degree or equivalent qualification in an IT-related discipline.
• Substantial experience of providing service support in a management position within a complex environment.
• Experience of incident management, escalation management, issue resolution, problem management, and change management.
• Knowledge and working experience of change management processes.
• Experience of working with remote teams.
• Evidence of managing multiple projects of different sizes concurrently.
• Leadership, strategic planning, and decision-making skills.
• Team player with good interpersonal skills and a drive to take ownership of and responsibility for the tasks assigned.
• Strong stakeholder management skills, with the confidence to challenge supportively and effectively where appropriate.
• Ability to communicate professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues.
• Analytical mind with excellent problem-solving skills.
• Client-focused, making their needs a top priority.
• Positive “can do” attitude towards the technical and commercial challenges facing ITS and clients.
• Required to successfully complete a Baseline Personnel Security Check (BPSC).
• May be required to successfully complete a Security Clearance (SC) check.
• ITIL Service Management Certification.
• Knowledge of Service and Integration Management (SIAM).
• BCS Specialist Certificate in Supplier Management.
• BCS Specialist Certificate in Change Management.