IT Customer Service Manager

DSIT • Full-time • Nottingham, City Of Nottingham, England, United Kingdom • max £45.51k / year • 13h ago

Job summary

HM Land Registry (HMLR) is delivering an ambitious transformation portfolio to support its strategic priorities. As an IT Customer Service Manager, you will lead a cross-functional Business Partner team, acting as the key link between business stakeholders and IT Service Management. You will drive stakeholder engagement, service improvement and demand management, ensuring services align with business priorities, deliver value and support organisational objectives.

Job description

Lead, coach and develop a team of Business Partners, creating an inclusive and collaborative environment that supports high-quality service outcomes.
Build strong relationships with stakeholders across the organisation, understanding priorities and ensuring customer needs are represented in service decisions.
Provide insight and advice to support demand planning, service improvements, investment decisions and the delivery of business objectives.
Monitor service performance and customer experience, identifying opportunities to improve services and deliver greater value.
Lead the resolution of service issues and risks, working with stakeholders to implement effective and sustainable solutions.
Promote effective governance, compliance and continual improvement, ensuring services remain responsive to changing business needs.
Work collaboratively with internal teams and suppliers to align services, priorities and improvements with organisational goals.
Champion a customer-focused approach, driving positive outcomes and continuous enhancement of IT services.

Please note this role requires a minimum of 30 hours per week.

The role will be based in Nottingham, with travel to other HMLR Business Units & Supplier sites required.

HMLR expect everyone to spend at least 60% of their working time in the office.

Please see attached job description and candidate pack for further information.

Person specification

You will hold ITIL Foundation certification or be willing to achieve this within 12 months of appointment.

You are an experienced people leader with a strong background in IT Service Management in a medium/large organisation and a passion for delivering excellent customer service. Skilled at building trusted relationships with senior stakeholders, you will be confident influencing decisions, driving service improvements and translating business needs into practical solutions.

You'll combine strong communication and analytical skills with a good understanding of IT service delivery, using data, customer insight and feedback to continuously improve services and deliver positive business outcomes.

Behaviours

We'll assess you against these behaviours during the selection process:

Seeing the Big Picture
Leadership
Developing Self and Others
Making Effective Decisions
Delivering at Pace

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