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IT Problem and Service Insights Manager
The University of Salford. Own end-to-end problem management, incident trend analysis and service improvement initiatives .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Problem Management and Service Insights, with a strong focus on ITIL best practices, data analytics, and stakeholder engagement to drive continual service improvement and strategic decision-making.
Highest-signal resume keywords
ITIL ExpertiseProblem ManagementData AnalyticsService ImprovementStakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident Trend AnalysisService Performance DataKPI EstablishmentRoot Cause AnalysisChange Management
Soft Skills
Analytical SkillsProactive ApproachCollaborative Work StyleInfluencing Skills
Tools & Technologies
Interactive DashboardsService Management Tools
Industry Keywords
ITSMService InsightContinual Service ImprovementGovernance Forum
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own end-to-end problem management, incident trend analysis and service improvement initiatives
- Develop, document and embed Problem Management, Service Insight and Continual Service Improvement processes aligned to ITIL best practice
- Manage regular service reviews with senior stakeholders using service performance data, trend analysis and stakeholder feedback
- Facilitate the Service Improvement Board or equivalent governance forum
- Present prioritised service improvements, business demand and Problem Management recommendations
- Ensure approved initiatives transition into Change Management and CAB
- Ensure service delivery meets agreed service levels for Major Incident and Change
- Produce weekly reporting packs
- Lead service reviews with senior management and vendors
- Conduct ongoing trending and analysis to inform continual service improvement
- Design, develop and manage service-wide data analytics and interactive dashboards
- Consolidate information from multiple Service Management sources
- Establish meaningful KPIs and ensure data accuracy and consistency
- Translate complex operational data into actionable insights for strategic decision-making, stakeholder engagement, proactive Problem Management and continual service improvement
Requirements
What you’ll need- Experienced IT Problem and Service Insights Manager
- Strong ITIL/ITSM expertise
- Analytical skills
- Ability to identify root causes and produce actionable insights
- Experience influencing strategic decisions across a technology landscape
- Ability to work with service owners, technical teams and senior leadership
- Proactive, data-driven approach
- Ability to work collaboratively in an academic environment
Benefits
Comp & perks- Competitive salary
- Excellent pension scheme
- 32 days leave plus bank holidays
- Additional time off at Christmas
- Opportunity to buy additional leave
- Flexible and agile working
- Training and development opportunities
- MySalford online employee portal with lifestyle benefits and discounts