IT Service Manager
Job Ref: LF
41408
This is a hands-on leadership opportunity for an experienced IT Service professional who understands what excellent technology support looks like. You'll strengthen processes, manage major incidents and drive improvements in automation, self-service and service performance. The role offers broad interaction across Technology, the wider business and third-party suppliers.
Location
Duties for this role include, but are not limited to:
- Lead and continuously improve the IT Service Management framework.
- Oversee Service Desk, Incident, Major Incident, Problem, Change and Service Request Management.
- Manage service levels, configuration, assets and knowledge management.
- Lead major incident response and service restoration.
- Coordinate root cause analysis and post-incident reviews.
- Oversee change governance and operational readiness for releases.
- Monitor service performance, operational risks and supplier delivery.
- Support operational resilience, business continuity and disaster recovery.
- Improve customer experience, first-contact resolution and self-service capabilities.
- Build strong relationships with business service owners and third-party suppliers.
- Lead, coach and develop IT service and operations colleagues.
Skills / Qualifications
The ideal candidate will have significant experience within IT Service Management, Service Delivery or Technology Operations, with strong practical knowledge of incident, problem, change, service desk, service level and asset management. You'll have experience managing major incidents and service improvement programmes, together with a good understanding of infrastructure, cloud, networks, applications and end-user technology. Experience within a regulated, customer-focused environment would be particularly valuable. ITIL 4 certification, ServiceNow experience and knowledge of operational resilience or business continuity would be advantageous, alongside strong leadership and stakeholder management skills.
How To Apply
For a full job description or further information on this role please call 711188, or email [email protected].If you wish to apply for this role, please submit your CV via the Apply Now button below.