IT Service Manager

We have an exciting, permanent opportunity for an experienced IT Services Manager to join our Leeds office (hybrid working, between home and office).  

The IT Services Manager is responsible for the governance, delivery, and continual improvement of IT services across the organisation You’ll ensure that our IT services are reliable, secure, cost-effective, and aligned with business requirements whilst maintaining high levels of customer satisfaction. This position acts as the bridge between technical teams and business stakeholders, ensuring that IT service performance, operational support, supplier management, and service improvement activities contribute positively to business outcomes.

A snapshot of your day

• Lead IT service delivery, in line with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring high performance, compliance, and continual improvement
• Oversee incident, major incident, and problem management processes to minimise business impact
• Coordinate technical teams during major incidents, leading root cause investigations and identify recurring issues affecting service performance
• Review incidents and ensure lessons learned are captured; ensure problem records and known errors are maintained; and ensure services comply with organisational policies and standards. 
• Manage operational risks, governance requirements, and supplier performance.
• Work with Risk and Governance teams to record risks, including mitigation plans and manage escalations where appropriate, and support audit requirements and risk management activities. 
• Drive service reviews, service management maturity, process standardisation and maturity, and operational excellence and implement improvement initiatives
• Produce service performance reports and dashboards; Track operational KPIs and service metrics; identify and analyse trends impacting service quality; and identify improvement opportunities. 
• Present service updates and improvement recommendations to management and stakeholders. 
• Foster a culture of continuous improvement, security, and customer-focused service delivery.

We would love to hear from you if you have:

• Excellent understanding of IT Service Management (ITSM) principles and experience working with an ITSM platform / tools such as FreshService, ServiceNow, Jira Service Management, or equivalent
• ITIL Foundation (minimum), ITIL Practitioner / Intermediate / Managing Professional
• Demonstrated experience managing Incident Management, Problem Management, Change Management and Service Level Management
• Knowledge of IT infrastructure and enterprise applications
• Ability to lead during critical service outages. 
• Excellent decision-making capability, prioritisation and organisational skills. 
• Experience driving service improvements and operational change
• Excellent verbal and written communication skills and ability to engage with technical and non-technical audiences
• Executive-level communication and reporting capability

What's in it for you:

• Competitive discretionary annual bonus. 
• Core benefits including life assurance of four times salary, income protection of 75% of salary for up to five years, and single private medical insurance cover. 
• A generous pension scheme
• 25 days' annual leave, increasing to 27 days after five years' service. 
• Access to the Howden flexible benefits programme, offering a wide range of benefits and discounts to support your wellbeing, family life and lifestyle. 
• The opportunity to be part of a growing global business where career development, collaboration and innovation are encouraged.

Accessibility 

If you require reasonable adjustments or want more information on accessibility, please let us know

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We kindly ask recruitment agencies to not send speculative CVs. Should we need assistance, we will reach out. All enquiries should be directed to [email protected]