One of our key infrastructure businesses with a HQ in Newcastle are looking to bring on a IT Service Desk Manager as part of their core IT Ops Function.You will be involved in running a national team of service desk engineers alongside planning and delivery of their IT service across the group.The role is 4 days on site your main location will be Newcastle.Key responsibilities:Formulate both short-term day-to-day and longer-term IT Service Delivery plans and identify and work on continuous improvement of the service.Professionally and effectively represent Group IT to both the internal business and to all IT third party vendors and suppliers.Build, develop and maintain successful, long-term relationships with as well as with Group IT senior management.Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.Develop, own, chair and facilitate regular Service Reviews with the business and suppliers in accordance with relevant service level agreements and business priorities.Supports budget related conversations on different levels.Monitor supplier and IT service delivery performance and liaise with managers and customers to ensure service level agreements are metDevelop and maintain continuous service improvement plans. Experience required: Experience within a similar roleExperience managing major incidents and escalationsAbility to work in a fast-paced environmentExcellent knowledge of ITIL processesExperience ..... full job details .....