IT Service Manager

Our client is a close knit family run business with big ambitions for the next few years. They’re looking for an IT Service Manager to own how IT is delivered across the business and help take them to the next level.

The role is open because the current IT Manager has been promoted after ten years with the business. People here build long careers and the business backs its own.

The culture

This is a business with a genuine family ethic. People are supportive, collaborative and respectful of each other, and that’s built into how the company runs. There’s a clear no abusive language principle across the organisation, so there’s no room for office politics, toxicity or bullying. It’s a fair, friendly place to work where people look out for each other and are trusted to get on with the job. There is also never any requierment for overtime.

The role

To be clear on what this role is and isn’t: there are no on site engineers and no on premise infrastructure to run. Networks, Microsoft 365, devices and support are all delivered by MSPs. Your job is to make sure that service is right. That means holding partners to their SLAs and OLAs, driving service improvement, delivering a strong pipeline of projects and being the voice of IT to the senior leadership team.

It’s an operational IT leadership role. You’ll report to the Head of Operations and manage one Data Analyst, with the two of you working together on systems, reporting and automation. As the business grows there’s real scope to grow the IT function with it.

The projects you’ll be getting into

• Delivering a new VoIP system that integrates call notes with the CRM (in progress)
• Integrating HubSpot with the business’s ERP (upcoming)
• Working with customers on EDI to streamline order loading (upcoming)
• Reviewing the ERP and SaaS stack against current and future needs to build a technology roadmap (upcoming)
• Driving the use of AI across the business to improve capability and automation (ongoing)
• Building on the business’s analytics platform, previously rolled out using Phocas

What you’ll be doing

• Owning the relationship with the business’s MSPs and making sure they deliver against agreed SLAs and OLAs
• Running service reviews, challenging performance and driving escalations through to resolution
• Overseeing the internal IT helpdesk, triaging requests and keeping staff updated on progress
• Reporting on service performance, incident trends and recurring issues, then pushing for lasting fixes
• Leading the project pipeline above from scoping through to delivery
• Reporting to the senior leadership team on IT performance, risk, budget and roadmap
• Overseeing BI and analytics development alongside the Data Analyst
• Making sure new starters are set up properly from day one through the MSP
• Working with partners to achieve and maintain Cyber Essentials Plus
• Managing the IT budget, asset register and SOPs
• Managing and developing the Data Analyst

Ind Std Skills MSP and operational cloud IT, * Experience as an IT Service Manager, Service Delivery Manager or IT Manager in an outsourced or MSP led environment

• A track record of managing third party IT suppliers against SLAs and contracts
• Experience delivering systems projects such as ERP, CRM, telephony or integration work
• Confidence reporting to and influencing senior leaders
• People management experience
• Good working knowledge of Microsoft 365 and how modern cloud IT fits together, without needing to be the one doing the engineering
• A foundational understanding of relational databases and strong Excel and reporting skills
• Interest in AI and automation and how they can make a business work better
• A collaborative, respectful approach that fits a supportive team culture
• ITIL or similar service management background (desirable)

30 days hols plus BH. Bonus scheme worth roughly 20 to 25 days Additional Benefits Performance based unlimited holiday Region West Yorkshire, * Bonus scheme worth roughly 20 to 25 days’ extra pay depending on company performance, plus other incentives

• Performance based unlimited holiday. Most people take 30+ days a year plus bank holidays
• Three meals a week provided (Monday, Wednesday and Friday)
• Health cover with the option to upgrade
• Drinks and snacks on site
• Cool friendly vibe