IT Service Manager

• Lead and manage the IT Service Desk team, ensuring high performance and customer satisfaction
• Own and improve ITIL-based IT Service Management processes across the lifecycle
• Maintain the Service Portfolio and Catalogue, ensuring accuracy and compliance
• Act as Change Manager, balancing efficiency with risk mitigation
• Coordinate Major Incident Reviews and implement corrective actions
• Monitor SLAs, customer feedback, and drive continuous improvement
• Support service transition for new or changed IT services
• Deliver ITSM training and guidance to staff and contractors

• Strong knowledge of IT Service Management lifecycle and processes
• Proven experience implementing and improving ITSM practices
• ITIL certification (Foundation and Intermediate essential; Expert desirable)
• Familiarity with ITSM tools (e.g., HaloITSM, Service Now) and telephony solutions (e.g., RingCentral)
• Excellent communication, stakeholder management, and leadership skills
• Ability to manage change and work across all organisational levels
• Full UK driving licence essential
• Eligibility for SC clearance (minimum 5 years UK residency)

We are a leading provider of Facilities Management services, located near Salisbury, Wiltshire. We offer a competitive salary of £67K plus a car allowance and additional benefits. In this hybrid role, you will work 2-3 days per week on-site, supporting critical operations and technology needs for our business and customers. As a Disability Confident Employer, we promote diversity and are committed to equality and inclusion for all.