IT Service Manager - Technical Problem Manager

Information Technology
57222 Requisition #

An opportunity to improve our methods has arisen! Working as part of a high-functioning and forward-thinking IT function, your ideas and skill set will be very welcome.


You are here to essentially manage and recognise patterns when issues occur. Your attention to detail and ability to question everything means you're the flawless liaison between our senior IT leaders and the rest of our business.


Your Role:

  • Balancing customer happiness working in partnership with our business areas to deliver high quality IT services in a professional and efficient manner.
  • Build, measure and analyse reports, to help us find resolutions. Take part in customer meetings to explore further options; developing new relationships with the business as you go.
  • Conducting formal and documented service evaluations; improve and develop the business relationship within the IT function.
  • Monitor and report critical metrics, targets and service levels - weekly and monthly to recognise trends and patterns effectively.
  • Improve service effectiveness and efficiency by keeping your customers informed using open, clear and honest communication.
  • Investigate Service Desk and Operations Escalations and Complaints, monitor the effectiveness and quality of IT activities.

Your Skills, Experience and Qualifications:

  • Educated to degree level or equivalent and an ITIL v3 certification is highly desirable.
  • Working knowledge of industry-standard Incident Management tools, such as BMC Remedy and ServiceNow. We will also need your help with Microsoft Office Suite of applications, particularly Excel.
  • Highly analytical, able to manipulate raw data in Microsoft Excel to produce MI and trending by using pivot tables and other Excel functions.
  • Providing superb customer service, remembering your customer is at the centre of your actions and forming effective relationships is essential here.
  • Highly organised and able to prioritise multiple tasks at hand, a real Problem Solver with proven troubleshooting skills; a confident communicator at all levels.
  • You're eligible to work in the UK and are happy to undertake and pass a basic financial and security check.

What we offer you:

We want Gallagher to be the organisation that all our people are proud to be a part of and where everyone can call themselves one of our team. Where our culture is accepting of difference, where you can be the best and, perhaps most importantly, be yourself.

We are all different in some way. If we were all the same, and all thought the same, we would be vulnerable as a group. By welcoming and encouraging diverse opinions and backgrounds within our organisation, we will have a healthier, more innovative and ultimately more profitable business.

If this sounds like somewhere you’d like to join, we'd love to hear from you. If you require flexibility for a role you are applying for, give us a call to chat through the options.

About Us:

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture motivated by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

As a member of our global brokerage team, you’ll help our clients address risk, protect assets and recover from losses.


Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. Gallagher is committed to diversity of opportunity for all and is opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.