IT Service Manager

Are you an experienced IT Service Manager who enjoys developing people and improving how IT services work? Have you used automation or AI to make support faster, simpler and more effective?

We’re partnering with an established technology services business to recruit an IT Service Manager. You’ll lead a Service Desk team of three and take ownership of service performance, the ITSM platform and continual improvement.

Reporting to the Head of IT / Business Unit Manager, you’ll have the opportunity to shape service delivery, strengthen governance and turn business priorities into practical improvements.

What you’ll be doing

• Lead, coach and develop the Service Desk team, setting clear objectives and building capability.
• Own the Service Desk platform and the processes supporting incident management and service requests.
• Strengthen ITIL practices across problem, change, service transition and service level management.
• Use dashboards, SLAs, KPIs and customer feedback to identify issues and demonstrate improvements.
• Introduce automation and AI to reduce manual work and improve the customer experience.
• Lead major incidents and escalations, keeping stakeholders informed and ensuring follow-up actions address root causes.
• Manage supplier performance, support commercial decisions and oversee service budgets.
• Build and deliver a service improvement roadmap aligned with business priorities.

What we’re looking for

You’ll bring at least five years’ experience in a similar IT Service Manager role, with responsibility for service delivery, customer experience and continual improvement.

You’ll also need:

• ITIL certification , supported by practical experience applying the framework.
• Experience managing and developing a Service Desk team.
• Ownership of an ITSM platform, with examples of improvements delivered through automation or AI.
• Strong analytical skills and experience turning service data into measurable results.
• Confidence managing major incidents, challenging suppliers and communicating with senior stakeholders.
• Commercial awareness, including experience overseeing budgets, costs and service value.

What’s on offer

Alongside a competitive salary based on experience, benefits include hybrid working, a company shares scheme, pension, medical insurance, a healthcare cash plan, enhanced family leave and investment in professional training and memberships.