IT Service Manager
🔒 Confidential Employer
Posted 13 August 2025
LOCATION
United Kingdom
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Technology
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion
SKILLS
ITIL
Service Management
Incident Management
Stakeholder Management
IT Operations
ITSM
Leadership
Communication
FULL DESCRIPTION
Summary
An IT Service Manager is needed at [Employer hidden — view at passion-project.co.uk]. The role involves managing IT service delivery for internal and external clients, ensuring services meet SLAs, and leading continuous improvement initiatives. Strong ITIL knowledge and experience are required.
Key Responsibilities:
- Leading and managing the end-to-end IT service delivery for internal and external clients
- Ensuring IT services are delivered in accordance with SLAs, KPIs, and industry best practices
- Overseeing incident, problem, and change management processes to ensure high-quality service levels
- Managing relationships with key stakeholders and acting as the point of contact for service-related escalations
- Driving continuous improvement initiatives to enhance service delivery and customer satisfaction
- Monitoring service performance and implementing strategies for optimizing IT operations
- Ensuring compliance with ITIL framework and best practices
Core Requirements:
- Proven experience as an IT Service Manager or in a similar IT service management role
- Strong understanding of ITIL practices and service management processes
- Excellent leadership, communication, and customer service skills
- Experience managing cross-functional teams and third-party vendors
- Ability to analyze complex service issues and propose effective solutions
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy)
- Relevant ITIL certifications and a degree in IT, Computer Science, or related field are a plus
What You’ll Be Working On:
- Leading and managing the end-to-end IT service delivery for internal and external clients
- Ensuring IT services are delivered in accordance with SLAs, KPIs, and industry best practices
- Overseeing incident, problem, and change management processes to ensure high-quality service levels
- Managing relationships with key stakeholders and acting as the point of contact for service-related escalations
- Driving continuous improvement initiatives to enhance service delivery and customer satisfaction
- Monitoring service performance and implementing strategies for optimizing IT operations
- Ensuring compliance with ITIL framework and best practices
What We’re Looking For:
- Proven experience as an IT Service Manager or in a similar IT service management role
- Strong understanding of ITIL practices and service management processes
- Excellent leadership, communication, and customer service skills
- Experience managing cross-functional teams and third-party vendors
- Ability to analyze complex service issues and propose effective solutions
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy)
- Relevant ITIL certifications and a degree in IT, Computer Science, or related field are a plus
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