Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement.In this role, youll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption ...
Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement. In this role, youll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption ...
Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement. In this role, youll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption of these best practices. What you will be doing. Efficiently coordinate and analyse service desk calls covering Service Requests, Incidents, Changes, and Problems, promptly addressing inquiries. Assist in implementing ITIL practices to improve Digital and Data services and best practice aligned with ITL standards. Participate in the updates and management of the Service Portfolio and Service Catalogue. Provide support in managing Major incidents by taking timely actions, engaging vendors to identify root causes, and defining remedial measures (problems, prevention, avoidance). Collaborate with the ICT Change Manager to facilitate an efficient Change Management process - covering recording, evaluation, authorization, prioritisation, planning, testing, implementation, documentation, and review, minimising unforeseen impacts on production services and business risk. Assist in planning and overseeing the movement of releases to test and live environments. Contribute to process design, construction, implementation, and documentation and to the development and execution of the Continual Service Improvement Programme (CSIP). Gather, monitor, analyse, and report on all Digital and Data services, providing recommendations for service enhancements. Analyse business performance to functional level KPIs. Monitor and report on service level agreements, operational level agreements, and underpinning contracts. Whats essential. ITIL Foundation Certificate (Level 3/4) Experience with IT Service Management Tools (we use Fresh Service, but any experience with other systems would be welcome). Competent usage of MS Office Applications, especially Excel - Pivot tables, analysis work on data and trends. Proven ITIL Service Management experience such as service requests, incident/problem, change, release and deployment management. Customer and user focused (internal and external). Exposure to service level agreements and suppliers management and service monitoring methods. Location. The location for this role is 16 Summer Lane, Birmingham, B19 3SD with at least 2 days a week spent in the office. How to apply . Applying for a role with WMCA is straight forward. Follow these steps to get started. Create your Careers Account.
Register with your name, email address, and a password. Build your Profile. Upload your CV to help populate your career and education details. Write your Supporting Statement. Make sure to address each of the required essential criteria. Submit your application. Do one final check and once complete, click submit. Anonymised Applications. Your uploaded CV wont be visible after submission. Our process is anonymised, and
only the information in your profile is used for shortlisting . Be thorough in each section. its your chance to showcase your skills and experience. Using Artificial Intelligence (AI) We cannot stop anyone from using AI help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the
FAQs
section of our careers site. Reasonable adjustments. If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (). Salary and benefits. We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered. We offer a comprehensive benefits package that includes: Local Government Pension Scheme ( one of the most generous pension schemes in the UK ). 28 days
paid annual leave (with an option to purchase more), giving you have ample time to relax. ethical
saving options
and
healthcare plans. Discounted
gym membership. An option to
buy a bicycle , including e-bikes and adapted pedal cycles, at a discounted rate. 3 days
of paid leave each year to
volunteer . Interest free financing
through SmartTech to buy the latest technology Discounted shopping
with over 2,000 big-name retailers, and more. For more information, please visit the
benefits page
on our career site. Why join WMCA? WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home. We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day. Creating an inclusive workplace. WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. Were a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria. We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould. We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying Right to Work in the UK Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).
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