Service Management and Performance Specialist

1 month ago

Birmingham, United Kingdom West Midlands Combined Authority (WMCA) Full time

Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement.

In this role, you’ll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption of these best practices.

What will you be doing?

Efficiently coordinate and analyse service desk calls covering Service Requests, Incidents, Changes, and Problems, promptly addressing inquiries.Assist in implementing ITIL practices to improve Digital and Data services and best practice aligned with ITL standards. Participate in the updates and management of the Service Portfolio and Service Catalogue.Provide support in managing Major incidents by taking timely actions, engaging vendors to identify root causes, and defining remedial measures (problems, prevention, avoidance).Collaborate with the ICT Change Manager to facilitate an efficient Change Management process - covering recording, evaluation, authorization, prioritisation, planning, testing, implementation, documentation, and review, minimising unforeseen impacts on production services and business risk.Assist in planning and overseeing the movement of releases to test and live environments.Contribute to process design, construction, implementation, and documentation and to the development and execution of the Continual Service Improvement Programme (CSIP).Gather, monitor, analyse, and report on all Digital and Data services, providing recommendations for service enhancements.Analyse business performance to functional level KPIs.Monitor and report on service level agreements, operational level agreements, and underpinning contracts.

About you. 

ITIL Foundation Certificate (Level 3/4) Experience with IT Service Management Tools (we use Fresh Service, but any experience with other systems would be welcome). Competent usage of MS Office Applications, especially Excel - Pivot tables, analysis work on data and trends.Proven ITIL Service Management experience such as service requests, incident/problem, change, release and deployment management.Customer and user focused (internal and external). Exposure to service level agreements and suppliers management and service monitoring methods.How to apply. On clicking ‘apply for this job’, you will first be prompted to create an account. You will have the opportunity to upload a CV, which will be used to auto-populate your profile. Please note, we do not see your CV once you have applied. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to format your profile so that it really stands out. Make sure to include your employment history and include any essential education and qualifications. You will be asked to provide a supporting statement. If you already have one that you have prepared earlier, you can simply copy and paste this into the application form. 
Applicants will need to evidence that they have the legal right to work in the UK.  If we make an offer of employment, we will need to check that you are eligible to work in the UK before you start work. 
Salary and benefits.We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme, 28 days of paid annual leave, Cycle to Work Scheme, and discounted shopping with over 2,000 big-name retailers. For more details, please visit the benefits page on our careers site.
Hybrid working, location and working pattern.We believe hybrid working is the best way for our organisation to fulfil our commitment to a modern, agile workplace while continuing to provide a great service to our customers. Hybrid working means having flexibility between working in the office and at home on agreed days, where a role allows. This is agreed between an employee and their line manager, considering the business, team, and employee needs. 
Creating an inclusive workplace.Our vision is to create a better connected, more prosperous, fairer, greener, and healthier region. We aim to achieve this vision by living our values, which include being a partnership organisation, valuing and respecting our people, fostering a can-do attitude, and encouraging innovation. We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. WMCA holds diversity accreditations, such as "Leaders in Diversity," and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We are also a Disability Confident Employer, committed to interviewing all applicants with disabilities who meet the essential role criteria. WMCA believes that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Reasonable adjustments.If you have an accessibility need, disability, or condition that means you might require changes to the recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk). We are here to assist and accommodate your needs.
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.

Attached documents
Job Description - Service Management and Performance Specialist.pdf

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