IT Service Manager

This is a newly created and genuinely exciting opportunity to shape how service management operates across the business. You will introduce best-practice approaches, refine processes, and bring fresh ideas that elevate the performance, reliability, and maturity of our IT services., * Service Performance & Reporting: Produce clear KPI and SLA reporting, analyse trends, and drive actions that improve service quality

• Escalation Management: Act as the primary escalation point for core business systems, ensuring issues are resolved quickly and effectively (working closely with 3rd party vendors)
• Operations & Incident Management: Lead incident coordination, root-cause analysis, and communication to stakeholders.
• Change Management Support: Work closely with technical teams to ensure changes are assessed, approved, and implemented safely.
• Stakeholder & Vendor Management: Manage relationships with 3rd party suppliers, run service review meetings, and ensure vendors meet contractual obligations.
• Business Partnering: Liaise with key business functions and the central technology team to address any service challenges that exists.
• Process Improvement: Implement and model ITSM best practices (e.g. ITIL) to streamline workflows and enhance service maturity.
• Continuous Service Improvement (CSI): Drive improvements across service processes and tooling, Increase service maturity, automation, and efficiency.

• Eligibility to live and work in the UK
• Enhanced DBS disclosure check or overseas equivalent, * ITIL Foundation
• ITIL advanced (Desirable)
• Degree in IT / Computer Science or equivalent experience (Desirable)

Experience and knowledge

• Proven experience in IT Service Management
• Strong track record managing incident, change, and SLA-driven environments
• Experience managing third-party suppliers and outsourced services
• Experience with ITSM tools (e.g. Freshdesk)
• Experience with ITIL or similar service management frameworks
• Good understanding and application of ITSM frameworks (Best practice)
• Work with business areas to understand key issues and create plans to improve services (Continuous improvement)
• Creation of key management information, plans and reports for business areas e.g. SLA performance, Major incident frequency and resolution time, Vendor performance against contractual SLAs, Reduction in repeat incidents/ root cause analysis, Service improvement

Skills and Abilities

• Strong problem-solving and escalation management capability
• Good understanding and awareness of AI tools to enhance and support service management
• Comfortable leading escalations and driving resolution under pressure
• Analytical mindset with the ability to turn data into actionable insights.
• Confident communicator who can engage stakeholders at all levels

Personal qualities

• Highly presentable with excellent interpersonal and communication skills (written and verbal)
• Can-do attitude, with a strong work ethic and ability to manage tight deadlines
• Resourceful, insightful, and inquisitive - able to identify gaps or weaknesses in data and apply a methodical approach to problem-solving
• Ability to work in a fast and dynamic environment