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Sainsbury's
First Line Support Manager
Join Sainsbury's in Coventry as a First Line Support Manager. Oversee service desk contracts, manage vendors, and drive ITSM improvements.
Direct Hire
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Governance, Risk, and Compliance
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
March 6, 2025
The First Line Support Manager is responsible for managing two critical service desk contracts with Accenture and NCR, overseeing vendor performance, service governance, and service improvement. The role requires strong stakeholder management skills, analytical skills, and experience in IT Service Management (ITSM) frameworks.
Requirements
- Experience managing large-scale vendor/service desk contracts
- Strong understanding of IT Service Management (ITSM) frameworks, including ITIL
- Experience with ServiceNow or similar ITSM platforms
- Strong stakeholder management skills
- Ability to analyse service reports, track KPIs, and drive operational improvements
Requirements Summary
Experience in ITSM, stakeholder management, and service governance
