IT Service Manager

We are seeking an experienced Service Delivery and Service Improvement professional to take ownership of the ongoing performance, stability, and continuous enhancement of IT services across the organisation. This role is responsible for ensuring high levels of service quality through effective service delivery management, performance monitoring, incident and escalation management, supplier governance, and stakeholder engagement. Working closely with both business and IT teams, you will drive service excellence by identifying improvement opportunities, managing risk and compliance activities, supporting the transition of new and changed services into live operation, and ensuring services continue to meet evolving business needs and expectations.

• IT Service Delivery Management and Service Improvement.
• Service performance monitoring and reporting.
• Major incident and escalation management.
• Supplier governance and service review activities.
• Stakeholder management across business and IT functions.
• Service continuity, compliance and risk management activities.
• Supporting transitions of new or changed services into live operation.
• Identification and delivery of service improvements., At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

• Experience in a Service Delivery Management or Service Support role.
• Experience supporting business-critical IT services within a medium to large organisation.
• ITIL Foundation certification (v3 or v4).
• Strong analytical and service reporting capability.
• Experience managing incidents, escalations and service issues.
• Strong communication and stakeholder management skills.
• Experience with ServiceNow or equivalent ITSM tools.
• Experience working within Agile environments.
• Experience within regulated industries.

Pulled from the full job description

• Annual leave
• Employee assistance programme
• Company pension, At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here’s what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.