SC Cleared IT Service Manager

SC Cleared IT Service Manager - 5 months Contract - £400/day via umbrella company - Hybrid Newcastle upon Tyne - SCC FLEX CONTRACT

The IT Service Manager will ensure IT services run smoothly and meet agreed performance targets. They will work with Digital teams, business stakeholders and external partners to deliver reliable support and a positive user and citizen experience. They will oversee end-to-end service performance, including incident and problem management, reporting and continual improvement, while supporting 24/7 operations and aligning services to business outcomes.

Your responsibilities as an IT Service Manager:

• Work closely with delivery and operational teams to ensure services meet agreed performance targets.
• Build strong relationships with stakeholders across Digital, Business and third-party suppliers.
• Lead stakeholder engagement, providing clear service updates and communicating business impact.
• Maintain service documentation, knowledge bases and transition materials for new or updated services.
• Support the transition of new applications and services into live operations.
• Manage Incidents, Problems and Changes in line with Digital policies and ITIL-aligned processes.
• Ensure effective handling of issues raised across all channels, progressing incidents/tickets with appropriate prioritisation.
• Record root-cause information, coordinate follow-up actions and contribute to reducing repeat incidents.
• Produce service reports, maintain incident logs and conduct trend analysis to support continual improvement.
• Ensure alignment of service delivery with citizen experience expectations and business outcomes.
• Support compliance with operational governance, policies and 24x7 service requirements.

As a suitable IT Service Manager, you will have:

• Proven experience in IT Service Management within enterprise or multi-site environments.
• Strong understanding of ITIL principles and service management processes.
• Experience managing Incident, Problem and Change processes to agreed SLAs/OLAs.
• Ability to work effectively with cross-functional teams and diverse stakeholder groups.
• Strong communication skills, with the ability to translate technical issues into business impact.
• Experience in service reporting, performance monitoring and driving service improvements.
• Ability to operate within structured, process-driven and high-availability environments.

If you are a results-driven IT Service Manager with a passion for your work, we want to hear from you. Immediate start. References required.

NOTE: At SCC, we take the privacy and security of your information very seriously, any information we hold will be by current data protection legislation. Upon submitting your application SCC will process your information in line with our privacy policy which can be found on our website under the Legal section -> Privacy Notice -> Flexible Resourcing