Service Management Lead

Join Norfolk County Council's Digital Services as a Service Management Lead and be part of our journey to transform our county through technology. We're an innovative and delivery focussed service with ambitious plans, and we need a dedicated IT Service Management professional to join us.

In this pivotal and highly visible role, you'll be responsible for managing the Service Desk, Incident and Problem Management Processes, ensuring that customer incidents and problems are resolved efficiently and effectively. You'll be the professional lead for the department on Incident & Problem Management and manage the day-to-day support provided to customers through various channels.

Your role will involve producing regular statistical reports to inform the business and colleagues on performance, trends, and status updates for both Incident & Problem Management. You'll also be responsible for the coordination of the Major Incidents lifecycle, leading a Major Incident Team; creating documentation and communicating progress to users and Digital colleagues. We need a skilled communicator who excels in conveying complex technical concepts in a clear and accessible manner, tailored to audiences with varying levels of technical understanding across our organisation.

We're looking for someone with a degree or professional level in ICT or equivalent, industry-recognised technical training and development, and ITIL Foundation. Experience working as an IT professional and providing excellent customer service is essential. You should have demonstrable experience of resolving complex technical problems with a broad technical understanding.

If you're a resilient leader with a passion for service delivery and improvement who takes ownership and shows initiative and you're ready to take on a challenging yet rewarding role - we'd love to hear from you! Join us and contribute to a service that's critical to our operations, supporting our services, staff and citizens of Norfolk.

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Permanent Contract | £37,336 to £39,186 per annum (Scale J) | 37 hours per week | Norwich, You can also find out about the rewards and benefits we offer as well as our other terms and conditions.

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary



• Generous holiday entitlement with the ability to buy and sell leave



• Health and Wellbeing services including fast-track physiotherapy and a free counselling service



• Flexible working opportunities including flexi-time, part time, remote and hybrid working - dependent on your job role and business need.



• Financial benefits such as:



• ' Norfolk Rewards' our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.



• A Blue Light card for Fire Service and Social Care Workers



• Relocation expenses (where applicable)



• An advance of your expenses if you travel for work



• Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants' pensions



• Tax efficient ways of getting extra pension and new bikes



• Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)