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IT Service Management Specialist
2 months ago
Permanent Contract | £37,336 to £39,186 per annum (Scale J) | 37 hours per week
Norfolk County Council's Digital Services is seeking a Service Management Lead to spearhead our mission of enhancing the county through innovative technology solutions. We are a forward-thinking and results-oriented service with ambitious goals, and we require a committed IT Service Management expert to be part of our team.
In this essential and prominent position, you will oversee the Service Desk, as well as the Incident and Problem Management Processes, ensuring that customer incidents and issues are addressed promptly and effectively. You will serve as the professional authority for the department regarding Incident & Problem Management and supervise the daily support provided to clients through various channels.
Your responsibilities will include generating regular analytical reports to inform the organization and colleagues about performance metrics, trends, and updates related to both Incident & Problem Management. Additionally, you will coordinate the lifecycle of Major Incidents, lead a Major Incident Team, create documentation, and communicate progress to users and Digital colleagues. We seek a proficient communicator who excels at articulating complex technical concepts in a straightforward and accessible manner, tailored to audiences with varying levels of technical expertise across our organization.
The ideal candidate will possess a degree or professional qualification in ICT or an equivalent field, along with industry-recognized technical training and ITIL Foundation certification. Proven experience as an IT professional delivering exceptional customer service is crucial. You should have a track record of resolving intricate technical challenges with a comprehensive technical understanding.
If you are a resilient leader with a strong commitment to service delivery and improvement, who takes initiative and ownership, we would be eager to learn more about you. Contribute to a service that is vital to our operations, supporting our services, staff, and the citizens of Norfolk.
We strive to inspire and motivate our employees to collaborate effectively, optimize our workspaces, maintain a healthy work-life balance, and provide outstanding services to Norfolk and its residents. Flexibility is integral to our work culture, with hybrid working arrangements available for many roles. Our technology infrastructure and equipment are top-notch, enabling seamless remote connectivity and collaboration. We require that you have reliable Broadband connectivity.
Discover the benefits of working for Norfolk County Council:
- Competitive salary
- Generous holiday entitlement with options to buy and sell leave
- Health and Wellbeing services, including fast-track physiotherapy and free counseling
- Flexible working arrangements, including flexi-time, part-time, remote, and hybrid options based on your role and business needs
- Financial benefits, including relocation expenses (where applicable) and an advance on travel expenses
- Local Government Pension Scheme with generous employer contributions, life assurance, and dependants' pensions
- Tax-efficient options for additional pension contributions and new bicycles
- Access to a tax-efficient car lease scheme for greener travel
- Referral payments for recommending candidates for hard-to-fill positions
