IT Service Manager (Permanent)
Location: Hybrid (2 days per week onsite in Surrey)
Salary:
Are you a proactive and experienced IT Service Manager looking for a dynamic and challenging role? Join our client's team and play a key part in ensuring the seamless delivery of high-quality support services across our business-critical applications.
About the Role
As an IT Service Manager, you will collaborate closely with Infrastructure, Security, Development, and Solution Architecture teams to manage and enhance the support for enterprise systems. These include finance, asset management, CRM, data, and metering platforms, critical to operations and available 24x7x365.
Responsibilities for the IT Service Manager:
- Service Reporting: Produce and present Monthly Status Reports (MSRs) for applications supplied by vendors, including KPIs, risk assessments, and call analysis.
- Stakeholder Collaboration: Coordinate monthly service reviews and manage communication with stakeholders on service performance and resolutions.
- Team Oversight: Lead and coordinate support teams, including IT Service Desk, Level 2 & 3 Support, Infrastructure & Security, Data & Analytics, Development teams, and external vendors.
- Performance Management: Monitor service-level KPIs, implement problem management and change control processes, and prioritise workloads to meet service requirements.
- Change Management: Review and document changes to Service Management Plans and oversee service transitions with stakeholders.
- Auditing & Compliance: Facilitate audits, ensure adherence to service management procedures, and manage customer satisfaction initiatives.
- Relationship Building: Cultivate strong internal and external relationships and manage 3rd-party software providers effectively.
What We're Looking For from an IT Service Manager:
- Proven experience in IT Service Management with a focus on end-to-end support environments.
- Deep understanding of Service Management, Transition, and Application Support processes.
- Familiarity with hosting/infrastructure environments, quality, and risk management.
- Strong customer service ethos, with excellent communication and presentation skills.
- Demonstrable experience with ITIL/ITSM frameworks and tools (e.g., ServiceNow, Jira).
- Project Management certifications (e.g., PMP, PRINCE2) are advantageous.
What's in it for You?
- A collaborative and forward-thinking team environment.
- Opportunities for professional development, training, and career progression.
- A hybrid working model offering flexibility and work-life balance.
If you're ready to make a significant impact and help deliver top-tier support for critical systems, we'd love to hear from you!
