About the Company
Capita Technology Solutions is a leading provider of digital transformation and IT services, partnering with public and private sector organisations across the UK to deliver innovative technology solutions. We pride ourselves on creating impactful change, optimising operations, and enabling our clients to achieve their strategic goals through robust and efficient IT infrastructure and services. Join a team dedicated to excellence and continuous improvement.
Job Description
We are seeking a highly motivated and experienced ITIL Service Manager to join our dynamic team in Cheltenham. The successful candidate will be instrumental in overseeing the delivery and improvement of IT services, ensuring they align with business objectives and ITIL best practices. You will be responsible for managing critical IT processes, driving service excellence, and fostering a culture of continuous improvement within our service delivery function. This role requires a strong understanding of the ITIL framework, excellent leadership skills, and a commitment to providing outstanding service.
Key Responsibilities
- Lead and manage the lifecycle of IT services in accordance with ITIL best practices (Incident, Problem, Change, Release, Request, Configuration Management).
- Ensure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are met or exceeded.
- Monitor, analyse, and report on service performance, identifying trends and areas for improvement.
- Drive continuous service improvement initiatives, implementing changes to enhance efficiency and effectiveness.
- Act as a primary point of contact for service-related escalations and critical incidents.
- Develop and maintain strong relationships with internal stakeholders and external clients.
- Manage and mentor a team of service delivery professionals, fostering a collaborative and high-performance environment.
- Participate in strategic planning for IT service delivery and technology adoption.
Required Skills
- ITIL v3 or v4 Foundation Certification (Practitioner or Intermediate modules preferred).
- Proven experience in an IT Service Management role, specifically managing ITIL processes.
- Strong understanding of IT service delivery methodologies and best practices.
- Excellent communication, interpersonal, and negotiation skills.
- Demonstrated ability to lead, motivate, and develop a team.
- Proficiency with ITSM tools (e.g., ServiceNow, Cherwell, Jira Service Management).
- Analytical mindset with strong problem-solving capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Additional certifications in Project Management (e.g., PRINCE2, PMP) or Lean Six Sigma.
- Experience working in a large-scale enterprise or managed services environment.
- Familiarity with Agile methodologies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous annual leave entitlement.
- Comprehensive private medical insurance.
- Company pension scheme with employer contributions.
- Life assurance.
- Flexible working options (Hybrid model).
- Opportunities for professional development and continuous learning.
- Employee assistance program.
- Access to a wide range of discounts and benefits through our employee portal.
- Modern office environment with excellent facilities.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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