IT Service Manager

The IT Service Manager will take ownership of the day-to-day delivery and management of IT services across the business, ensuring a reliable, secure and responsive technology environment that supports the needs of the business.

Working with a small internal IT team and external technology partners, the role will establish and embed effective IT Service Management (ITSM) practices, improve operational performance and strengthen the relationship between Technology and the wider business.

The successful candidate will combine strong technical knowledge with effective people management, operational discipline and a proactive approach to continuous improvement. This is a hands-on leadership role, requiring someone equally comfortable resolving technical challenges, managing suppliers and developing the processes and people needed to deliver excellent IT services., * IT Service Management: Oversee service desk operations, incident and problem management, change enablement and service performance.

• Team Leadership: Manage and develop the internal IT support team, establishing clear responsibilities, accountability and a customer-focused culture.
• Continuous Improvement: Identify and deliver improvements to IT services, processes and tooling, including automation, self-service and proactive problem resolution.
• Technology Infrastructure: Oversee the management and maintenance of IT infrastructure, cloud services, networks and end-user devices.
• Cybersecurity: Manage operational security controls, patching, vulnerability management and compliance with standards such as Cyber Essentials.
• Supplier Management: Manage external IT providers, ensuring effective service delivery, clear accountability and value for money.
• Business Continuity: Maintain and test IT disaster recovery and business continuity arrangements.
• Stakeholder Engagement: Build strong relationships across the business, ensuring effective communication, issue resolution and visibility of IT service performance.

• Strong understanding of ITSM best practices.
• Experience leading IT support teams and improving service delivery.
• Strong technical knowledge of Microsoft 365, Azure, Entra ID and Intune.
• Good understanding of IT infrastructure, networking and cybersecurity.
• Experience managing external IT suppliers and service providers.
• Excellent communication, organisational and problem-solving skills.
• A proactive, pragmatic and hands-on approach to service management., * Minimum five years’ experience in IT support, infrastructure or service operations, including at least two years in a supervisory or management role.
• Experience managing IT services within a medium-sized organisation.
• ITIL Foundation or equivalent certification desirable.
• Relevant Microsoft or cybersecurity certifications advantageous.
• Experience with motor claims technology is advantageous but not essential.