IT Service Manager

An exciting opportunity for an experienced IT Service Manager to lead service management across a complex technology estate supporting a highly regulated scientific environment. You will be responsible for service performance, availability, supplier management, continual service improvement, stakeholder engagement, and ensuring high-quality IT services that meet business and user needs, * Lead the delivery of high-quality IT services across multiple platforms, systems, and suppliers.

• Drive service excellence and user satisfaction through effective service management practices.
• Apply ITIL principles and embed continual service improvement across all services.
• Manage supplier performance, service levels, and contractual obligations.
• Act as the senior point of contact for service-related issues and escalations.
• Lead investigations into operational issues and identify opportunities for service enhancement.
• Build and maintain strong relationships with stakeholders, users, suppliers, and technical teams.
• Provide specialist technical consultancy and guidance across service management disciplines.
• Review and approve technical designs, architectures, and change proposals through governance forums.
• Produce and analyse service performance data, KPIs, and management information.
• Ensure compliance with relevant standards, policies, and quality frameworks.
• Support the wider technology function in achieving strategic and operational objectives.

• Proven experience working within a controlled scientific, laboratory, government, or similarly regulated environment.
• Significant experience in IT service management, technical support, and service delivery leadership.
• Strong understanding of ITIL service management principles and best practice.
• ITIL v3 certification and PRINCE2 Practitioner qualification, or equivalent experience.
• Experience managing multiple suppliers and outsourced service providers.
• Strong technical understanding of infrastructure, platforms, systems, and IT operations.
• Experience in business analysis, service reporting, and operational improvement.
• Ability to manage incidents, risks, issues, and service performance proactively.
• Excellent stakeholder and relationship management skills.
• Experience producing technical documentation and communicating complex concepts to non-technical audiences.
• Strong strategic thinking, decision-making, and problem-solving capabilities.
• Demonstrated leadership experience delivering multiple priorities in a fast-paced environment., If you are an experienced IT Service Management professional with a strong technical background and a passion for delivering high-quality services, apply today to take on a key leadership role driving operational excellence and continuous improvement.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we’ll work with you to ensure you can perform at your best.