Case Management

Our case management solutions streamline your business processes and improve your operational efficiency.

Learn More

Digital Services

We empower organisations with new innovative technology, providing them with a range of digital services that will improve operational efficiency.

Learn More


We partner with organisations to foster groundbreaking ideas that challenge the norm.

Learn More

Service and Change Manager

Full Time, Belfast + Hybrid working opportunities




Permanent Full Time


Service and Change Manager - ITS06

About us

ITS is Northern Ireland based provider of technology and solutions for complex case management and other bespoke government and private customer solutions. We have over 120 employees across our sites in Belfast and Chennai.

ITS is a rapidly changing, ambitious and dynamic business and we look to employ people who, like us, put the client at the heart of everything they do.

Located in Belfast the expectation of this role as per business requirements is to come to the office on a regular basis with flexibility to work from home. Our office is currently located at 205 Airport Rd W, Belfast BT3 9ED.

Job Description

This role will be the key iTS representative for multiple clients with responsibility for co-ordinating the various services provided, possibly by a number of technical teams and third-party service providers.

The successful candidate will have previous experience of service support in a team leader or management position within a complex environment. You'll be well versed in incident and problem management and have a strong IT background.

The support team work shifts to cover the core UK business hours of 07.00 to 19.00, Monday to Friday. There may be a requirement to provide support outside of normal UK working hours and weekends, via an on-call or pre-arranged basis.

There may be a requirement to visit regional offices including some overseas travel.

Key Responsibilities

  • Manage Client Relationship with clients and ensure they are provided with the highest level of service.
  • Create and Agree Service Level Agreements and manage performance against these agreements in line with ITIL based quality procedures.
  • Own and be responsible for the management of client incidents, service requests and change requests within the Service Desk toolset from first client contact to closure.
  • Plan, communicate and implement change ensuring all those affected fully understand the nature and implications of such changes.
  • Prioritise functional and hierarchical escalations from clients to ensure they receive the highest level of service.
  • Escalate, coordinate and manage communication for major and high impacting incidents.
  • Provide Service Management Reports to clients on a monthly or quarterly basis as required.
  • Identify and Manage any contract risks.
  • Manage back-to-back contracts and service levels with third-party service provider organisations.
  • Line Manage members of the Application Support team (inc. leave, sickness and performance).
  • Represent ITS at Service Review Meetings with clients.
  • Assist the other IT functions by managing client communications and escalating incidents and requests using defined procedures.
  • Work closely with the Head of Support and Maintenance to ensure there is sufficient resource to deliver application support and small change.
  • Work closely with the Head of Support and Maintenance and Account Managers proactively seeking out improvements to the client’s service support.
  • Work closely with application and technical support teams to ensure the highest level of service.
  • Work closely with the Risk & Compliance Manager to deliver audit responses for ISO 27001.
  • Assist with pre-sales activities relating to service management for new clients including tender response preparation and client presentations.

Skills, Knowledge & Experience

The successful candidate will demonstrate the following:


  • Degree or equivalent qualification in an IT related discipline.
  • Substantial experience of providing service support in a team leader or management position within a complex environment.
  • Experience of incident management, escalation management, issue resolution and problem management, and change management.
  • Knowledge and working experience of change management processes.
  • Experience of working with remote teams.
  • You are a team player with good interpersonal skills and a drive to take ownership of and responsibility for the tasks assigned to you.
  • Strong stakeholder management skills, with the confidence to challenge supportively and effectively where appropriate.
  • Able to communicate professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues.
  • Analytical mind with excellent problem solving skills.
  • Be client focussed making their needs a top priority.
  • Has a positive “can do” attitude towards the technical and commercial challenges facing ITS and our clients.
  • You will be required to successfully complete a Baseline Personnel Security Check (BPSC).
  • You may be required to successfully complete a Security Clearance (SC) check.


  • ITIL Service Management Certification.
  • Knowledge of Service and Integration Management (SIAM).
  • PRINCE 2 Practitioner Certification.
  • BCS Specialist Certificate in Supplier Management.
  • BCS Specialist Certificate in Change Management.

How to Apply 

Send your CV to