Job summary

Service Desk / Service Design / Project Manager for our client, a Public Sector Technology provider.

Key skills required for this role

Service Management, Service Design, Service Desk Manager, ITIL, Project Manager, Jira, Confluence, Agile, SC Cleared

Important

Service Desk / Service Design / Project Manager

Job description

Our client, a Public Sector Technology provider has an exciting Permanent role which will be mainly remote, with adhoc London visits for business critical meetings.

You will be accountable for managing the Service desk team overseeing customer inquiries and support tickets are handled effectively. Monitor service desk performance metrics and implement changes to improve service quality and efficiency. Oversee response to major incidents. Plan and execute projects, including defining project scope, creating project plans, tracking project progress, and managing project budgets right through to completion. Assist with developing and maintaining PM processes/procedures and communicate with a wide range of key stakeholders. Manage project risks and issues. Driving people development and leadership. Manage relationships with customers as a key point of escalation, following problems through to resolution.

The ideal candidate will have strong leadership skills with the ability to motivate and manage a team. A recent background within both Service Design and Project Management. ITIL certified (practitioner desirable). Knowledge of IT Service Design and tools/practices. Experience in major incident management. Familiar with PM methodologies such as waterfall and agile. Previous government/civil service experience would be advantageous.

Experience required.

• A minimum of five years working in IT service management at a senior level
• At least three years of experience in project management, with a proven track record of managing software projects.
• Experience with project and support management tools such as Jira, Confluence, MSP is desirable
• You understand the importance of customer success, ideally through working for or with a SaaS supplier
• Experience working in or with the Government/Civil service desirable
• Ability to prioritise tasks and manage time effectively

Candidates must hold Security Check (SC) clearance, or be eligible to apply for SC. They will not be able to start the engagement without it, if successful.

To apply, please submit your latest profile ASAP for review.