Are you passionate about driving excellence in IT Service Management? The West Midlands Combined Authority is seeking a dynamic professional to help align ICT systems and services with ITIL best practice guidelines. In this pivotal role, you’ll ensure that all live systems are fit for purpose, secure, and continually improving, supporting the integrity and availability that our digital infrastructure demands.
You’ll champion efficiency, effectiveness, and adoption across the organisation. You’ll play a key role in delivering performance insights for Digital and Data, helping us maintain high standards and optimize service delivery during an exciting and busy period. If you have proven experience in Service Management and thrive in fast-paced environments, we’d love to hear from you.
Please note, this is a 6 month Fixed Term Contract.
What you will be doing.
- Coordinate and Analyse service desk calls including Service Requests, Incidents, Changes and Problems and raise any queries
- To assist in the effective implementation of ITIL practices that add value to Digital and Data.
- To assist in maintaining good IT Service Management best practice (ITIL).
- To ensure that all ICT processes adhere to standards, aligning with the ITIL maturity model.
- To assist in the updating of a Service Portfolio and Service Catalogue, including the continual management of the Service Catalogue.
- Supporting the management of Major incidents, providing punctual actions, requesting the vendor of identifying root causes and defining remedial measures (problems, prevention, and avoidance).
- To assist the ICT Change Manager to help deliver an effective Change Management process, ensuring that changes are recorded, evaluated, authorised, prioritised, planned, tested, implemented, documented, and reviewed in a controlled manner, to minimise unpredicted impact on production services and reduce business risk.
- To assist in the planning and controlling of the movement of releases to test and live environments.
- To assist in process design, construction, implementation, and documentation.
- To create and assist in the Continual Service Improvement Programme (CSIP).
- To collect data, monitor, analyse and report on all Digital and Data services and assist in making recommendations for any continual service improvements.
- Analysis of key and local performance indicators; managing business performance to KPIs at functional levels.
- To monitor and report on service level agreements, operational level agreements and underpinning contracts.
What’s essential.
- Experience of monitoring and analyzing data.
- Proven ITIL Service Management experience such as at least one of these processes such as: Service Request, Incident/Problem, Change, Release and Deployment Management.
- You will be ideally educated to Degree-level, (or have equivalent experience in similar role).
- Have a passion, interest, and the ability to be an advocate for Best Practices
- Knowledge of ITIL 4 backed by at the very least by a ITIL 4 Foundation level certification.
- Being dynamic, self-motivated, and working independently using own initiative.
- Results Focused and Driven.
- Customer and User Focused (Internal & External).
- Exposure to service level agreements and suppliers’ management and service monitoring methods.
- ITIL Foundation Certificate is desirable or willingness to undertake training in ITIL 4.
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 straightforward. 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 won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It’s your chance to showcase your skills and experience.
Using Artificial Intelligence (AI)
We cannot stop anyone from using AI to 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 (careers@wmca.org.uk).
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).
- Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
- 28 days paid annual leave (with an option to purchase more) + Statutory days.
- EV car benefit scheme
- Healthcare plans.
- Discounted gym membership, will writing, and mortgage advice.
- 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. You can now also obtain a Costco membership through the WMCA.
- Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
- Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.
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. We’re 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).
