IT Service Manager

Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Closing Date: 18 May 2025

Our IT Service exists to deliver an excellent service for its users, enabling world-class teaching, learning and research at our university.

We are committed to expanding our knowledge and expertise with a strong focus on the training and development needs of our people. Your contribution will help shape the future of education and contribute to ground-breaking projects through IT innovation.

The IT Service Manager is responsible for managing the delivery and performance of IT services to meet our objectives. This includes monitoring the delivery of services, implementing ITIL best practices, and ensuring the smooth running of all IT systems, networks, and applications.

This role is permanent, based at the Newcastle-upon-Tyne campus, and offers a variety of attractive benefits including hybrid working.

1. Service Level Management: Owning the Service Delivery lifecycle, ensuring that IT services meet service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction goals.
2. Service Catalogue Management: Ensure that the IT Service Catalogue and Request Catalogue is current, accurate and managed to reflect any changes, additions or retirements as required.
3. Change Management: Ensure that all changes to IT services and systems are reviewed to minimise the impact to our users.
4. Service Improvement: Continuously evaluate and improve IT Service Management processes, identifying areas for enhancement in efficiency, quality, cost-effectiveness and added value.
5. Performance Management: Provide regular reports and updates on service performance, issues, and improvements.
6. Documentation and Compliance: Maintain detailed documentation of service processes, procedures, and policies.

You will have or be able to demonstrate the following attributes:

1. Education: ITIL Foundation (V4 preferred), ITIL Expert, or other service management-related qualifications/experience.
2. Experience: 5+ years of experience in IT service management, with at least 2 years in a managerial or leadership role.
3. Knowledge: Understanding of IT infrastructure, service management processes, and ITIL practices.
4. Communication: Excellent verbal and written communication skills to interact with stakeholders and report on service performance.
5. Problem-Solving: Strong analytical and problem-solving skills with the ability to identify service issues, analyse root causes, and implement corrective actions.
6. Improvement: Proven experience in promoting initiatives, with a focus on driving service excellence, user engagement, and continuous improvement.
7. Additional Skills: A proactive mindset and the ability to work under pressure; strong organisational and time management skills; customer-oriented approach, with a focus on delivering high-quality service; ability to manage multiple priorities effectively.

Newcastle University is a global University where everyone is treated with dignity and respect. We are committed to being a fully inclusive university which actively recruits, supports and retains colleagues from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all of our employees and the communities they represent.

At Newcastle University we hold a silver Athena Swan award in recognition of our good employment practices for the advancement of gender equality. We also hold a Race Equality Charter Bronze award in recognition of our work towards tackling race inequality in higher education. We are a Disability Confident employer and will offer an interview to disabled applicants who meet the essential criteria for the role.