IT Service Management Lead

4 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Onyx-Conseil Full time

Onyx-Conseil is seeking an experienced IT Service Management Lead to join our team. The successful candidate will be responsible for delivering high-quality IT services and support to our stakeholders.

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About the Role:

We are offering a competitive salary of £55,557 per annum, plus a 28.97% pension contribution. You will also have the opportunity to work in a hybrid model, with some time at home and some time in our digital hub. Our broad benefits package includes flexible working, family-friendly policies, time off volunteering and charitable giving, discounts and savings on shopping, fun days out and more.

Your Key Responsibilities:

  • To lead a team of six IT professionals, ensuring they are supported in their roles and are able to deliver high-quality services and support.
  • To define and maintain mechanisms to ensure we meet performance targets, and work with finance teams to manage budgets.
  • To coordinate analysis and resolution of complex issues arising, enlisting appropriate support from relevant stakeholders.
  • To ensure new or changed support services are supported into live service whilst continuing to meet the expectations of customers and stakeholders.

Requirements:

  • Experience in leading IT Service Management teams to deliver multi-channel IT support, to agreed service measures/OKRs or project delivery targets in a cost-effective and timely manner.
  • Evidence of strong communication skills in creating, strengthening, and owning stakeholder/business relationships to drive service quality, value for money, and meet or exceed business and user requirements.
  • Demonstrable experience in shaping and implementing the people and service strategy for support services to drive and continuously improve engagement, availability, performance, and process maturity of policies, standards, and guidance used in delivery of the services.


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