IT Problem and Service Insights Manager - Salford
University of Salfords Digital Services department is seeking an experienced IT Problem and Service Insights Manager to own endtoend problem management, incident trend analysis and service improvement initiatives. The successful candidate will combine strong ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the universitys technology landscape. You will work closely with service owners, technical teams and senior leadership to translate data into measurable improvements, ensuring highquality, reliable digital services for staff and students. This role is ideal for a proactive, datadriven professional who thrives in a collaborative academic environment.
Key Responsibilities
- Responsible for developing, documenting and embedding fit-for-purpose Problem Management, Service Insight and Continual Service Improvement processes aligned to ITIL best practice.
- Responsible for the management of regular service reviews with key senior stakeholders to evidence progress toward defined KPIs and ensure the adherence to the University standards using service performance data, trend analysis and stakeholder feedback to identify continual improvement opportunities.
- Facilitate the Service Improvement Board (or equivalent governance forum), presenting prioritised service improvements, business demand and Problem Management recommendations before approved initiatives transition into Change Management and CAB.
- Responsible for ensuring service delivery meets the agreed service levels for Major Incident and Change. Produce weekly reporting packs, lead regular service reviews with senior management/vendors and conduct ongoing trending/analysis to inform continual service improvement
About the School or About the Department
University of Salfords Digital Services department is seeking an experienced IT Problem and Service Insights Manager to own endtoend problem management, incident trend analysis and service improvement initiatives. The successful candidate will combine strong ITIL/ITSM expertise with analytical skills to identify root causes, produce actionable insights and influence strategic decisions across the universitys technology landscape. You will work closely with service owners, technical teams and senior leadership to translate data into measurable improvements, ensuring highquality, reliable digital services for staff and students. This role is ideal for a proactive, datadriven professional who thrives in a collaborative academic environment.
What's in it for you?
- Competitive salary - and excellent pension scheme
- An impressive 32 days leave - plus bank holidays, additional time off at Christmas and the opportunity to buy even more!
- Flexible working - we support a culture of flexible and agile working to help you find the right balance
- Professional development - we offer a comprehensive package of training and development opportunities to help you achieve your full potential
- Our community - there's a real sense of belonging here at Salford. We value diversity, in backgrounds and in experiences. Our difference makes us stronger, and together we share a passion for improving students' lives
- The Perks! - MySalford, our online employee portal offers a wide range of lifestyle benefits and discounts
Potential candidates should be aware that this advert may close early if we receive a high volume of applications
IT Problem and Service Insights Manager - Salford in Holmfirth employer: University of Salford
As a Senior Lecturer in Forensic Psychology at Salford, you will join a vibrant and supportive community dedicated to shaping the future of health professionals and social leaders. With competitive salaries, an impressive 32 days of leave, and a strong emphasis on professional development, Salford fosters a culture of flexibility and inclusivity, ensuring that every employee feels valued and empowered to reach their full potential. The university's commitment to collaboration and diversity enhances the work environment, making it an exceptional place for meaningful and rewarding employment.
