IT Service Manager

In this permanent role, you will oversee IT service governance, delivery and continual improvement to ensure reliable, secure and cost-effective services aligned with business needs. You act as the bridge between technical teams and business stakeholders, driving service performance, supplier management and improvement initiatives. You’ll lead incident and problem management, coordinate cross-functional teams during outages, and report on service performance to enable ongoing optimisation and risk management. This is a hands-on role with a focus on security, customer-focused delivery and operational excellence within a growing global business.

• competitive discretionary annual bonus
• life assurance of four times salary
• income protection 75% for up to five years
• private medical insurance
• generous pension scheme
• 25 days annual leave (27 after five years)

• Lead IT service delivery in line with SLAs/OLAs, ensuring high performance and continual improvement
• Oversee incident, major incident and problem management to minimise business impact
• Coordinate technical teams during major incidents and drive root cause analysis and recurring issue remediation
• Review incidents, capture lessons learned, maintain problem records and ensure policy compliance
• Manage operational risks, governance requirements and supplier performance
• Collaborate with Risk and Governance to record risks, mitigation plans and manage escalations; support audits
• Drive service reviews, maturity, standardisation and operational excellence; implement improvement initiatives
• Produce service performance reports and dashboards; track KPIs and trends; identify improvements
• Present updates and recommendations to management and stakeholders
• Foster a culture of continuous improvement, security and customer-focused service delivery

• Excellent IT Service Management knowledge and experience with ITSM tools (FreshService, ServiceNow, Jira Service Management, or equivalent)
• ITIL Foundation (minimum); ITIL Practitioner/Intermediate/Managing Professional would be advantageous
• Experience managing Incident, Problem, Change and Service Level Management
• Knowledge of IT infrastructure and enterprise applications
• Ability to lead during critical service outages
• Strong decision-making, prioritisation and organisational skills
• Experience driving service improvements and operational change
• Excellent verbal and written communication; ability to engage technical and non-technical audiences; executive reporting

• communication
• stakeholder engagement
• analytical thinking
• ITSM platforms/tools (e.g., FreshService, ServiceNow, Jira Service Management)
• ITIL framework
• incident and problem management