IT Service Manager

A strong opportunity for an experienced IT service management professional and people leader to shape customer-focused IT services, build trusted stakeholder relationships and lead continuous service improvement across a complex organisation.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Service Delivery Manager, Service Delivery Manager, IT Business Relationship Manager, IT Business Partner, Service Management Lead, ITSM Lead, IT Operations Manager, Technology Service Manager, This is an excellent opportunity for an IT Service Manager to influence service quality, customer experience and business outcomes within a major digital transformation environment.

Leading a cross-functional Business Partner team, the IT Service Manager will connect senior stakeholders with IT Service Management, translating business needs into service improvements, priorities and investment opportunities.

Using performance data, customer insight and feedback, the IT Service Manager will drive demand management, continual improvement and effective collaboration across service, delivery, product and supplier teams., Your duties as the IT Service Manager include:

• Team Leadership and Development: Lead, coach and develop Business Partners, creating an inclusive, collaborative environment focused on service outcomes and professional development
• Stakeholder Engagement: Build trusted relationships with senior stakeholders and business leaders, representing priorities, customer needs and concerns within IT Service Management
• Demand and Investment Planning: Facilitate demand discussions, identify risks and opportunities, and support prioritisation, investment and service improvement decisions
• Service Performance: Oversee service performance, customer experience and business outcomes, using data and insight to identify improvement opportunities
• Issue and Risk Resolution: Lead investigation and resolution of service and business issues, ensuring clear communication and sustainable preventative measures
• Governance and Continual Improvement: Champion service management processes, governance, compliance, change impact assessment and continual improvement
• Cross-Functional Collaboration: Work with service, delivery, product and supplier teams to align services, investments and improvements with business priorities

• ITIL Foundation certification, or willingness to achieve it within 12 months of appointment
• Proven knowledge and experience of IT Service Management processes within a medium or large organisation
• Experience of delivering outstanding customer service and driving service improvements
• Highly developed team leadership, management and consultation skills
• Strong experience building and managing relationships with senior stakeholders and business leaders
• Good understanding of IT services, service delivery and how technology enables business outcomes
• Track record of translating business needs into service improvements, priorities or investment opportunities
• Experience using performance data, customer insight and business feedback to drive improvements, supported by clear reporting and communication skills
• Ability to embrace change and adapt ways of working to deliver value early
• Willingness to travel to other business units and supplier sites and undergo a basic (or equivalent) criminal record check

• Flexible working hours enabling you to vary your start, finish and break times to suit operational requirements and individual need
• Hybrid working options
• A Civil Service Pension with an employer contribution of 28.97%
• 28.5 days paid holiday per year, pro-rata for part-time staff
• All UK public bank holidays, normally 8 days per year
• Enhanced maternity, paternity and adoption leave
• Support with accreditation to professional bodies
• Discounts at a wide range of high-street and online retailers
• Up to three paid volunteering days a year
• Learning and development opportunities, Full-Time, Permanent, Part-Time IT Jobs, Careers and Vacancies. Find a new job and work in Nottingham, East Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

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