3rd line support Work, Jobs in Ferndale, Rct (with Salaries)

IT Service Improvement Manager
ivolve Care and Support —Swansea
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- IT
- Referral programme
Swyddog Adolygu ac Asesu Dyletswydd / Duty Review & Assessment Officer
Merthyr Tydfil County Borough Council —Merthyr Tydfil
- £34,434 - £36,363 a year
- Full-time
6d
Shift Manager - Newport
Oak Furnitureland —Newport
- £27,040 a year
- Full-time
- Time management
- Free parking
- Employee assistance programme
Project Manager
M Group —Pontypridd
- PMP
- Project management
- Travel
- Annual leave
- Employee assistance programme
ICT Infrastructure Manager
South Wales Police —Bridgend
- £53,451 - £57,186 a year
- Full-time
- Analysis skills
- Bachelor's degree
- Team management
- Free parking
- Health & wellbeing programme
5d
Senior Project Manager
M Group —Newport
- PMP
- Project management
- Contracts
- Annual leave
- Employee assistance programme
Short-term Temporary Team Member
NEXT —Mid Glamorgan
- £8.28 - £14.53 an hour
- Part-time
- Employee discount
8d
Fraud Prevention Associate
V12 Retail Finance —Cardiff
- £25,000 a year
- Hybrid work
- Communication skills
14d
Risk Manager
M Group —Newport
- Master's degree
- Bachelor's degree
- Leadership
- Annual leave
ICT Enterprise Specialist
South Wales Police —Bridgend
- £47,046 - £54,696 a year
- Full-time
- Azure
- Free parking
- Health & wellbeing programme
5d
IT Service Analyst
Legal & General Investment Management —Cardiff
- Azure
- SQL
- AWS
- Employee discount
4d
IT Service Analyst
LegalAndGeneral —Cardiff
- Full-time
- Hybrid work
- Azure
- SQL
- AWS
- Employee discount
Quick apply
4d
Senior Quantity Surveyor
M Group —Pontypridd
- Driving
- Contracts
- Negotiation
- Annual leave
14d
ICT Cloud Infrastructure and Platforms Specialist
South Wales Police —Bridgend
- £47,046 - £54,696 a year
- Full-time
- Free parking
- Health & wellbeing programme
5d
Specialist | ICT Technical Services – Infrastructure
Link Financial Outsourcing —Caerphilly
- £50,000 - £60,000 a year
- Full-time
- Azure
- SharePoint
- Financial services
- Annual leave
- Employee assistance programme
Quick apply
Senior Group IT Business Support Partner
Finsbury Food Group —Cardiff
- Full-time
- Azure
- AWS
- Analysis skills
- Employee assistance programme
- Employee discount
Quick apply
Schools Desktop Support Analyst - Blaenau Gwent Schools
Torfaen County Borough Council —Torfaen
- £32,597 - £35,412 a year
- English
- IT
18h
Certifications Engineer
Eaton —Cwmbran
- Hybrid work
- Engineering
Senior Infrastructure Engineer
Panasonic Manufacturing —Cardiff
- Microsoft Access
- Azure
- Computer Science
- Free parking
- Annual leave
1d
Quantity Surveyor
M Group —Newport
- Travel
- Contracts
- Annual leave
- Employee assistance programme
12d

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IT Service Improvement Manager

ivolve Care and Support -
Swansea

Apply Now

Job details

Full-time

Benefits

Referral programme

Qualifications

Analysis skills
Continuous improvement
ITIL
IT
Problem management
Leadership
Communication skills

Full job description

Job Title: IT Service Improvement Manager

Location: Swansea, (Hybrid. 3 days a week in-office)

Working Pattern: 37.5 hours per week

Salary: Competitive

Who We Are

We’re one of the largest adult social care providers in the UK today – and we plan to keep growing and benefiting more lives. Our support is dynamic, person-centred and fulfilling, so people can enjoy a flourishing life. We deliver care and support with energy, passion and positivity.

We're very proud to be recognised as one of the best organisations to work in by ‘The Sunday Times Best Places to Work 2024, 2025 & 2026'.

Problem Management & Service Stability

Own, develop and embed the end-to-end problem management lifecycle, ensuring our Helpdesk and colleagues are kept updated with progress and workarounds
Proactively identify incidents trends which impact service
Work with our Helpdesk, Change Team, and third-party vendors to implement permanent fixes
Ensure effective identification, investigation and resolution of root causes for major and recurring problems and incidents
Facilitate post-incident reviews and ensure actions are followed through to prevent reoccurrence
Maintain a knowledge base for known errors, ensuring appropriate documentation and knowledge articles are created and maintained
Own and maintain the IT asset lifecycle (hardware & software), working with suppliers and internal teams on procurement and stock control
Define and enforce asset management policies and standards - ensuring accurate tracking of assets from procurement to disposal
Proactively monitor asset usage and utilisation, identifying unused devices, inactive lines, or redundant assets
Identify opportunities to optimise costs, reduce waste, and improve supplier utilisation

Continuous Improvement

Own and drive the IT Continuous Service Improvement Plan (CSIP)
Identify opportunities to reduce repeat demand and improve efficiency
Prioritise and deliver initiatives that improve service performance and user experience
Track and report on improvement outcomes and benefits realised

Service Performance & Insight

Report on problem trends, root causes, and improvement outcomes
Analyse service desk metrics to identify opportunities for improvement
Produce regular reporting on recurring incidents, problem resolution progress and service improvement initiatives
Recommend and implement preventative measures
Collaborate with the Helpdesk Manager and Team Leader to improve processes and SLA performance

Governance & Oversight

Provide dotted-line oversight of 1st, 2nd and 3rd line teams in relation to service quality
Ensure consistent adherence to service management processes
Act as a point of escalation for service-related issues and challenges
Deputise for the Helpdesk Manager as required

Essential for role:

Minimum of 3 years of experience in IT service leadership
Experience in Problem Management and Continuous Improvement
Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
Strong understanding of ITIL practices within service management
Strong analytical and troubleshooting skills, with the ability to translate insight into action
Ability to interpret and present service data
Strong communication and stakeholder engagement and influencing skills

Our Support

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay. Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!

In addition, we also offer the following:

Industry-leading recognition
Social, financial and emotional wellbeing
Training and development to reach your potential

If you’re ready for a job that can truly make a difference and you’re up for a challenge, then this is the role for you!

INDF

Apply Now

Refine Your Search

3rd line support jobs in ferndale, rct

IT Service Improvement Manager

Swyddog Adolygu ac Asesu Dyletswydd / Duty Review & Assessment Officer

Shift Manager - Newport

Project Manager

ICT Infrastructure Manager

Senior Project Manager

Short-term Temporary Team Member

Fraud Prevention Associate

Risk Manager

ICT Enterprise Specialist

IT Service Analyst

IT Service Analyst

Senior Quantity Surveyor

ICT Cloud Infrastructure and Platforms Specialist

Specialist | ICT Technical Services – Infrastructure

Senior Group IT Business Support Partner

Schools Desktop Support Analyst - Blaenau Gwent Schools

Certifications Engineer

Senior Infrastructure Engineer

Quantity Surveyor

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