Job description


IT Service Management Analyst (3399)

The department:

IT & Digital works in partnership with our academic and professional services colleagues to deliver digital and IT services, enabling the University to achieve its strategic objectives in teaching and research, nationally & globally. We help create the University of the future by co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation, and providing the insights to drive continual improvement.

The core goal of our Service Management Office is to drive quality outcomes through mature, agile service management practices, and provide colleagues the tools they need to deliver excellent end to end services.

This is an opportunity to join the us at an exciting time, as we continue to transform and heavily invest in our IT.

The role:

Reporting to the Head of Service Management, you will be a key member of the Service Management Office.

You will own change and configuration management, and have the opportunity to make a difference, being able to drive improvements and see the impact of your work.

With support from the Head of Service Management, and your colleagues in the Service Management Office, you will:

  • Manage the change practice, including chairing CAB.
  • Review our existing processes, build a roadmap to take them to the next level, and deliver those improvements.
  • Own configuration management, including building out a modern CMDB.
  • Work with colleagues across the Service Management Office to deliver high quality incident, request, release, event, acceptance, continual improvement, and knowledge practices.
  • Represent Manchester Metropolitan University within the sector, liaise with external bodies, and to learn from service management communities such as UCISA, SDI, itSMF, and Educause.


Ideal candidate:

The successful candidate will have the opportunity to make real difference, driving improvements to our ways of working, and see the positive impact of their work.

To be successful in this role, you will:

  • Be proactive, collaborative, and have strong communication skills.
  • Have a foundation in IT service management, know what good looks like, and have ideas about how to get there.
  • Spot improvement opportunities, and with the right support be able to put those improvements into practice.
  • Be passionate about service excellence, understand best practice, and understand service management at scale.


To apply, please submit your CV and Covering Letter via our application portal. For informal enquiries, please contact Jack Christopher (Head of Service Management) on


Manchester Metropolitan University is committed to supporting the rights, responsibilities, dignity, health and wellbeing of staff and students through our commitment to equality, diversity and inclusion.

We promote applications from all sections of the community, irrespective of background, belief or identity, recognising the benefits that a diverse organisation can bring and particularly encourage applications from groups which are underrepresented in the University workforce.

We recognise the benefits and importance of an environment that supports flexible working and are open to conversations about this throughout the application process.

Close map
Manchester All Saints Campus
Oxford Road, Manchester, UK, M15 6BH
  • Location:
    Manchester All Saints Campus
  • Faculty / Function:
    Professional Services
  • Salary:
  • Closing Date:
    24 August 2022
  • Contract Type:
  • Contracted Hours per week:
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