Senior IT Service Manager

We are seeking a Senior IT Service Manager to take ownership of the performance, governance and continual improvement of critical IT services. This is an outstanding opportunity to play a leading role in ensuring service excellence across a diverse technology estate while working closely with customers, technical teams and key stakeholders.

The successful candidate will combine strong operational leadership with strategic thinking, helping to shape service delivery, drive customer satisfaction and ensure services evolve in line with business needs. The RoleAs Senior IT Service Manager, you will be responsible for overseeing the delivery and continuous improvement of multiple IT services, ensuring they remain reliable, secure and aligned to both customer requirements and organisational objectives.Working across a broad range of stakeholders, you will act as the central point of coordination between customers, operational teams, project delivery functions and technical specialists. You will lead service reviews, manage major service issues, identify improvement opportunities and ensure the effective governance of service management processes.This role requires an individual who can balance operational excellence, customer engagement and commercial awareness while maintaining a strong focus on service quality and performance.

Key Responsibilities

• Lead the delivery and management of business-critical IT services across multiple platforms and service lines.
• Build and maintain strong relationships with customers, acting as a trusted advisor on service performance, risks and improvement opportunities.
• Coordinate cross-functional delivery teams to resolve service issues, incidents and service-related challenges.
• Manage service performance against agreed KPIs, SLAs and operational targets.
• Lead monthly and quarterly service review meetings, presenting performance data, trends, risks and recommendations.
• Identify, develop and implement continual service improvement initiatives that enhance customer experience and operational efficiency.
• Ensure Incident, Problem, Change and Request Management processes are operating effectively and consistently.
• Work closely with Service Transition, Project Managers, Technical Architects and Product teams to support service delivery and change initiatives.
• Analyse business and technical requirements, ensuring solutions are deliverable, sustainable and aligned with operational capability.
• Contribute to service proposals, change requests and service enhancements, balancing customer requirements with commercial and operational considerations.
• Maintain compliance with relevant service management standards, policies and governance frameworks, including ISO-aligned best practices.
• Produce and present high-quality management information and service reporting to support informed decision-making and risk management.

• Extensive experience within large-scale, complex IT service delivery environments.
• Proven track record in IT Service Management, operational leadership and customer engagement.
• Strong understanding of the end-to-end service life cycle, including service design, transition and operational support.
• Hands-on experience using enterprise ITSM platforms such as ServiceNow.
• Broad technical understanding across infrastructure, applications, networks and support services.
• Experience managing service performance, governance and continual improvement initiatives.
• Excellent stakeholder management and communication skills, with the ability to engage at both technical and senior leadership levels.
• ITIL 4 Managing Professional certification or equivalent Service Management expertise.
• Relevant IT qualification or significant equivalent industry experience.

Desirable Experience

• Experience supporting international or geographically dispersed service environments.
• Public sector experience.
• Knowledge of supplier and third-party service management.
• Understanding of cybersecurity principles and modern IT and communications technologies.
• Strong commercial awareness with experience balancing customer outcomes, service quality and contractual obligations.

This is an opportunity to influence the performance and future direction of critical technology services within a highly professional environment. You’ll work alongside experienced technical and operational teams, lead meaningful service improvements and play a key role in delivering exceptional outcomes for customers.

If you are an experienced Service Management professional looking for a role that combines operational leadership, customer engagement and strategic service improvement, we would love to hear from you.

This role will be subject to SC level security clearance. While it is an advantage to currently hold this level of security clearance, it is not essential. However, you MUST be eligible for this level of clearance.

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