16 of 16 Permanent Service Management Jobs in the West Midlands

Job summary As a Service Design & Introduction Lead at UKHSA, your primary responsibility is to ensure that digital and technology services supporting the agency's critical public health mission are transitioned into live service safely, effectively, and in a way that supports operational readiness and long-term sustainability. You will play a vital role in supporting UKHSA's … one. We have three positions available. One of the three positions will be expected to Matrix manage their peers' workloads. This involves impacting, prioritising and allocation of work. Line management responsibility will remain with G6 Head of Service Delivery. Main duties of the job Lead the transition of projects and services into operation, working with delivery and enterprise … Drive transition activities to meet agreed delivery timelines without compromising the quality or safety of live services that underpin UKHSA's public health operations Make evidence-based recommendations on service rollout approaches, early-life support, quality assurance, and handover planning to ensure services are deliverable and supportable across national and regional contexts Develop strong, trust-based relationships with project More ❯

Overview Job Title: SAP - Service Design and Transition Manager Duration: 6 Months Location: Telford Hybrid - 2 days per week onsite Rate: £450 per day - PAYE via Umbrella Role Overview: The SAP IT Service Design and Transition Manager is responsible for ensuring new and modified IT services are designed, validated, and transitioned into the live environment in a structured … efficient, and risk-mitigated manner. This role requires a strong blend of service design, change management, and stakeholder engagement, and works closely with project teams, technical architects, and Service Operations. Skills ServiceNow Microsoft Excel ITIL Microsoft Office Responsibilities Coordinate the design of new or changed services, ensuring they meet functional and non-functional requirements. Ensure all service design packages (SDPs) are complete, accurate, and approved. Validate that services are designed for operability, supportability, scalability, and compliance. Plan and manage service transition activities across the full lifecycle, ensuring minimal disruption to existing services. Ensure new services or changes are seamlessly transitioned into Live operations, meeting performance and availability standards. Ensure service stability prior to Full More ❯

We are seeking an experienced IT Service Delivery Manager to join a fast paced IT Service Management (ITSM) team. This operational role is central to managing all aspects of Incident, Problem, and Request Management in line with ITIL best practices. You will lead Major Incident Management activities, produce and deliver service reports, maintain ITSM … documentation, manage escalations, and support the IT Helpdesk function. This is a critical role in ensuring swift issue resolution, effective communication during incidents, and continuous service improvement. Key Responsibilities for the IT Service Delivery Manager: Act as Major Incident Manager during outages, coordinating resolver teams, leading war rooms, and ensuring timely stakeholder communication. Serve as an escalation point … of contact, focusing on swift incident resolution. Ensure Service Requests are logged, tracked, and resolved within agreed SLAs. Manage Problem detection, investigation, and root cause analysis. Produce and deliver monthly and ad-hoc service reports for management and stakeholders. Create, maintain, and improve ITSM-related documentation (SOPs, process guides). Review and manage IT escalations to ensure More ❯

Are you passionate about delivering excellent IT services and leading high-performing teams? Do you thrive in a hands-on leadership role where customer service, process improvement, and technical know-how all come together? We're looking for an IT Service Delivery Manager to take ownership of our 1st Line Service Desk and 2nd Line Technical Services … Teams. This is a fantastic opportunity to shape the way IT support is delivered across a multi-site organisation, ensuring colleagues receive the very best service while driving continuous improvement and innovation. Customers are at the heart of the organisation, so you will be innovating ways your team are delivering service and putting user experience at the forefront … of processes. What you'll be doing Leading, developing, and inspiring our Service Desk Analysts, ensuring excellent customer service at every interaction. Acting as a key escalation point for IT support queries, providing guidance, mentorship, and technical expertise. Driving service improvements by optimising processes, documentation, and knowledge sharing. Managing end-to-end IT asset lifecycle, ensuring compliance More ❯

infrastructure. The successful candidate will work across a broad technical landscape - translating business needs into innovative SAP platform solutions, ensuring system availability, security, and performance. Responsibilities Lead SAP infrastructure service management activities, ensuring reliable, secure and cost-effective solutions. Manage third-party SAP hosting providers, ensuring delivery against SLAs and governance standards. Acting as SAP SME on IT … Person Experience in a similar SAP Basis Administration role in a large enterprise environment Extensive experience of SAP infrastructure and associated technologies Strong knowledge of IT governance, audit, and service management principles Ability to translate business requirements into robust, scalable solutions Excellent communication and stakeholder engagement skills Please apply via the link or contact for more information Modis More ❯

Job summary To deliver a professional and expert MaPS systems and support service to optimise decision making and financial management across the agency. The MaPS (Money and People Systems) is underpinned by Oracle Cloud Infrastructure and Fusion applications. Systems: Manage the MaPS Supply Chain Management (SCM) controls and user support processes. Become an expert in SCM E2E … that the MaPS SCM systems procedures and processes are fully documented. Support the development of the MaPS SCM systems including identifying requirements for external suppliers. Regular patch testing Data Management: Review system for data specific non-compliance and monitor data quality. Intelligent Customer Function: Engage with stakeholders to identify opportunities for improvement. Main duties of the job To provide … all. Please visit our careers site for more information https://gov.uk/ukhsa/careers Job description Job responsibilities Essential criteria: Experience in managing a Supply Chain Management systems Experience of delivering systems support within an ITIL aligned organisation Experience in managing inventory, cost management and accounts payable within an ERP system Demonstrable knowledge of managing More ❯

Senior Director of Customer Service UK Where do people love what they do, and being great at what they do? At Swisslog, that's where! Our teams are the heart of a world-leading Robotics company that's harnessing the power of technology to shape the future of intralogistics. The result? We're transforming performance and efficiency for customers … giving them the vital edge in their markets. Responsibilities Make an impact This is an exciting opportunity for a highly skilled and experienced individual to lead the UK Customer Service department. You will be part of the EMEA Customer Service management team and will take ownership of developing and executing the Head of Customer Service role … base. You will be responsible for setting and achieving budgets and forecasts to maintain competitive cost levels. You will manage over 150 employees across multiple functions, such as Field Service, System Operations (residential teams), Controls Service, and Software. You are a team player and will work closely with different parts of Swisslog, like Operations and Sales, to ensure More ❯

enabled processes aligned to the strategic objectives of SAP-CoE. How you'll make an impact Define and implement a comprehensive quality assurance strategy and plan specific to the service management (defects/incident management, and related interfaces), specification and development of new functionality, project management, and operations. Develop and enforce quality standards, testing protocols, and … organizational objectives and continuous improvement efforts. Define KPIs and dashboards to monitor process adherence and performance post-implementation. Implement and drive continuous improvements in SAP- CoE. Maintain quality Document management system. Identify, document, and manage quality-related risks. Conduct root cause analysis for defects or process failures and ensure corrective/preventive actions are implemented. Conduct periodic process Audits … and implement corrective actions. Ensure Process compliance through effective documentation and process traceability. Provide regular QA status reports to management/steering committees. Facilitate workshops and meetings with functional teams to ensure quality awareness and continuous engagement. Act as a point of contact for QA/QC-related issues and escalate critical quality risks appropriately. Responsible to ensure compliance More ❯

Certifications (Required or Strongly Recommended): Microsoft Certified: Azure Database Administrator Associate (DP-300) Microsoft Certified: SQL Server Database Development (MCSA/MCSE or equivalent) ITIL Foundation Certificate in IT Service Management (Desirable) What We Offer: 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed … up to a maximum of five days. Annual pay reviews. Holiday buy scheme. All-company bonus scheme. Death in service cover. Employee assistance programme. Company pension. Active social calendar. A strong focus on developing our people. Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference Intercity is a technology solutions partner More ❯

Location: Hybrid – Burton on Trent (approx. once per week) Employment Type: Permanent Are you a technically skilled professional with a passion for customer service? Do you enjoy problem-solving, working with innovative products, and helping customers get the best out of their systems? We’re looking for a Product Support Specialist to join our growing support team. In this … software use in Windows environments. Analytical problem-solver with the ability to manage and prioritise your own workload. Experience of supporting software in a regulated environment. Familiarity with IT Service Management frameworks (e.g. ITIL) and SQL Server is advantageous. Previous exposure to middleware and/or LIS systems would be a plus. What you’ll bring A results More ❯

Your new company From the very beginning, this organisation had a unique vision to offer a different kind of customer relationship management (CRM) software. They pioneered a solution that easily adapts to customer needs, and now, more than two decades later, they're on a mission to help sales teams reach their highest potential.Together, they're building a culture … and in-office collaboration at our Solihull location, specifically, working in-office 3 days per week. What you'll need to succeed 5+ years' experience leadingCustomer-facing support or service delivery teams, ideally within SaaS or enterprise technology Strong background in B2B customer service operations (not necessarily technical) Confidence managing escalations and major incidents, including direct customer communications … Sound understanding of support operations and service management practices (ITIL awareness a plus) Comfortable using CRM/support platforms Proven ability to lead and develop people, with a fair and transparent approach Calm under pressure, positive about change, and able to create clarity in ambiguous situations. What you'll get in return Pension Scheme Private medical and dental More ❯

Your new company From the very beginning, this organisation had a unique vision to offer a different kind of customer relationship management (CRM) software. They pioneered a solution that easily adapts to customer needs, and now, more than two decades later, they're on a mission to help sales teams reach their highest potential. Together, they're building a … in-office collaboration at our Solihull location, specifically, working in-office 3 days per week. What you'll need to succeed 5+ years' experience leading Customer-facing support or service delivery teams, ideally within SaaS or enterprise technology Strong background in B2B customer service operations (not necessarily technical) Confidence managing escalations and major incidents, including direct customer communications … Sound understanding of support operations and service management practices (ITIL awareness a plus) Comfortable using CRM/support platforms Proven ability to lead and develop people, with a fair and transparent approach Calm under pressure, positive about change, and able to create clarity in ambiguous situations. What you'll get in return Pension Scheme Private medical and dental More ❯

meeting SLAs, and maintaining strong response times for customers. In addition, you will handle customer escalations where necessary, and incidents with clarity and professionalism, whilst improving processes, documentation, and service consistency across the team. The company are international, so you will also collaborate with global support leaders to ensure smooth handoffs and alignment. The role follows a hybrid model … to work from home. Profile As the successful candidate for the Software Support Delivery Manager role, you will have the following experience: You've led customer-facing support or service delivery teams for 5+ years, and you know how to bring out the best in people, whether you're managing day-to-day operations or coaching through challenges. Your … background is rooted in B2B customer service, and while you might not be a technical expert, you understand what great service looks like and how to deliver it at scale. When things get tough, like major incidents or high-stakes escalations, you're the calm in the storm. You know how to communicate clearly, keep customers informed, and More ❯

methodologies (Scrum or Kanban) and working in fast-moving teams. Effective communicator who can translate complex technical ideas to both devs and stakeholders. Bonus points for experience with IT service management tools like ServiceNow. Ability to pass BPSS and other clearances. What's in it for you as our Software Engineer? Salary: £50-60,000 Time off … privately-owned company, driving bold innovation without the constraints of private equity or external bankers. Experts in Wan, Lan, WiFi and Security solutions we stand out by revolutionising infrastructure management – making it seamless so our customers can focus on what matters most. With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to More ❯

and maintain applications using VB.NET, C#, SQL , and reporting tools ( SSRS, Crystal Reports, Power BI ). Provide support and resolve incidents for SyteLine ERP and associated systems. Act as service owner for web, database, and LoB support services. Manage system change requests, testing, release, and deployment. Liaise with the business to gather requirements and translate them into technical solutions. … VB.NET, C#, SQL Server , and reporting tools (SSRS, Power BI). Hands-on experience with Infor SyteLine (or similar ERP systems). Background in business systems analysis and ITIL service management. PRINCE2 practitioner-level project management skills. Solid understanding of Microsoft operating systems and .NET development. What We're Looking For A collaborative team player with strong communication … and customer service skills. Someone who is responsible, resilient, and open-minded with a problem-solving mindset. Ability to manage multiple priorities and deliver high-quality solutions. More ❯

Key Responsibilities Act as service owner for SyteLine ERP, web services, databases, and LoB applications . Manage incidents, problem resolution, and system maintenance. Gather business requirements, specify change requests, and coordinate testing. Support application development ( VB.NET, C#, SQL ) and reporting ( SSRS, Power BI, Crystal Reports ). Oversee change, release, and deployment management. Manage LoB suppliers (particularly Infor) and contribute … outside normal hours when required. Skills & Experience Strong experience with VB.NET, C#, SQL Server , and reporting tools (SSRS, Power BI). Proven background in business systems analysis and ITIL service management. Familiarity with Infor SyteLine ERP or similar ERP systems. PRINCE2 practitioner-level project management experience. Knowledge of Microsoft operating systems and .NET development. Strong communication, problem-solving … and stakeholder management skills. Ideal Candidate A collaborative, responsible, and resilient professional with a positive, problem-solving mindset who can balance technical expertise with strong business liaison skills. More ❯