Hybrid - 2 days onsite (Newcastle)
Rate: £440 per day
SC MANDATORY
We are currently seeking an experienced SC Cleared IT Service Manager to join a high-profile Digital environment, supporting critical services within a 24x7 operational landscape.
Overview
As an IT Service Manager, you will work collaboratively with Digital, Business, and external stakeholders to ensure services are delivered against agreed performance targets in a cost-effective and timely manner. You will play a key role in driving service quality, improving customer/citizen experience, and ensuring alignment to business outcomes.
Key Responsibilities
Collaborate with Service Management and Operations teams to deliver services to agreed SLAs/OLAs
Own end-to-end service performance across products and support services
Lead stakeholder engagement and provide regular service updates
Build strong relationships across operational and delivery teams
Support transition of new applications into live service
Maintain service documentation, knowledge bases, and transition materials
Manage Incidents, Problems, and Change in line with Digital policies
Maintain incident logs, reporting, and trend analysis to reduce recurring issues
Identify root causes and coordinate follow-up actions
Ensure effective triage and prioritisation of tickets across all channels
Escalate and coordinate with resolver groups where required
Key Skills & Experience
Active SC Clearance (essential)
Proven experience in IT Service Management within complex environments
Strong knowledge of ITIL processes (Incident, Problem, Change Management)
Experience working in a 24x7 operational environment
Excellent stakeholder management and communication skills
Ability to drive service improvements and customer satisfaction
Strong analytical and reporting capabilities
Additional Information
Hybrid working: 2 days onsite in Newcastle
May require occasional out-of-hours support
If you are a proactive Service Manager with a passion for improving service quality and delivering excellent user experience, we would love to hear from you.