IT Service Improvement Manager

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Job Title: IT Service Improvement Manager

Location: Swansea, Full Time

Working Pattern: 37.5 hours per week

Salary: £37,500 Per Annum

Who We Are

We're one of the largest adult social care providers in the UK today - and we plan to keep growing and benefiting more lives. Our support is dynamic, person-centred and fulfilling, so people can enjoy a flourishing life. We deliver care and support with energy, passion and positivity.

We're very proud to be recognised as one of the best organisations to work in by 'The Sunday Times Best Places to Work 2024 & 2025'.

Problem Management & Service Stability

• Own, develop and embed the end-to-end problem management lifecycle, ensuring our Helpdesk and colleagues are kept updated with progress and workarounds
• Proactively identify incidents trends which impact service
• Work with our Helpdesk, Change Team, and third-party vendors to implement permanent fixes
• Ensure effective identification, investigation and resolution of root causes for major and recurring problems and incidents
• Facilitate post-incident reviews and ensure actions are followed through to prevent reoccurrence
• Maintain a knowledge base for known errors, ensuring appropriate documentation and knowledge articles are created and maintained
• Own and maintain the IT asset lifecycle (hardware & software), working with suppliers and internal teams on procurement and stock control
• Define and enforce asset management policies and standards - ensuring accurate tracking of assets from procurement to disposal
• Proactively monitor asset usage and utilisation, identifying unused devices, inactive lines, or redundant assets
• Identify opportunities to optimise costs, reduce waste, and improve supplier utilisation

Continuous Improvement

• Own and drive the IT Continuous Service Improvement Plan (CSIP)
• Identify opportunities to reduce repeat demand and improve efficiency
• Prioritise and deliver initiatives that improve service performance and user experience
• Track and report on improvement outcomes and benefits realised

Service Performance & Insight

• Report on problem trends, root causes, and improvement outcomes
• Analyse service desk metrics to identify opportunities for improvement
• Produce regular reporting on recurring incidents, problem resolution progress and service improvement initiatives
• Recommend and implement preventative measures
• Collaborate with the Helpdesk Manager and Team Leader to improve processes and SLA performance

Governance & Oversight

• Provide dotted-line oversight of 1st, 2nd and 3rd line teams in relation to service quality
• Ensure consistent adherence to service management processes
• Act as a point of escalation for service-related issues and challenges
• Deputise for the Helpdesk Manager as required

Essential for role:

• Minimum of 3 years of experience in IT service leadership
• Experience in Problem Management and Continuous Improvement
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
• Strong understanding of ITIL practices within service management
• Strong analytical and troubleshooting skills, with the ability to translate insight into action
• Ability to interpret and present service data
• Strong communication and stakeholder engagement and influencing skills

Our Support

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay. Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!

In addition, we also offer the following:

• Industry-leading recognition
• Social, financial and emotional wellbeing
• Training and development to reach your potential

If you're ready for a job that can truly make a difference and you're up for a challenge, then this is the role for you!

INDF