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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Manager - **Company:** Oxford International Education Group - **Location:** London, UK - **Contract:** Temporary contract - **Skills:** Artificial Intelligence, Business Systems, Key Management, Information Technology, Zendesk - **Published:** July 11, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=50a8ae0cb9c0e485 ## About the Role * 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 ## Description 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. ## Related Videos - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [This Machine Ends Data Breaches](https://www.wearedevelopers.com/videos/574-this-machine-ends-data-breaches) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Your next 10x engineer isn't in your city. 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