IT Service Manager

Role summary

Service operations and leadership

• Own Service Desk intake, triage, routing, prioritisation, communication and fulfilment through consistent processes and service standards.
• Lead and develop Service Desk staff through objectives, accountability, coaching and capability development.
• Use KPIs, SLAs, service measures and trend analysis to drive performance, customer experience, resilience and corrective action.
• Lead major incidents and escalations, ensuring clear communication and timely restoration.

Governance and improvement

• Oversee incident, request, problem, change, transition and service-level governance.
• Ensure root-cause analysis and corrective actions address risks and prevent recurring incidents.
• Set service acceptance standards covering support, ownership, security, monitoring, capacity, continuity, documentation, knowledge and funding.
• Maintain an improvement portfolio that delivers measurable gains in quality, automation, efficiency, resilience and business value.

Commercial and risk oversight

• Manage supplier performance and commercial outcomes, challenge underperformance and support contract, renewal and sourcing decisions.
• Monitor budgets, forecasts, consumption and cost drivers to improve service value and control demand.
• Oversee audit actions, data protection, cybersecurity, backup, recovery, disaster recovery and operational resilience requirements.

Stakeholder and service strategy

• Chair service reviews and present performance, financial, risk, compliance and improvement updates to senior stakeholders.
• Maintain business relationships and translate demand into service priorities and measurable outcomes.
• Own roadmaps and operating plans for assigned services, aligning priorities and investment with business and technology objectives.

Experience described

• The available description calls for substantial experience managing business-critical IT services in a complex, multi-stakeholder, supplier-supported environment.
• It calls for demonstrable accountability for service strategy, governance, performance, customer experience, risk, financial management and continual improvement.
• The supplied text begins an additional qualification about owning and developing IT service operations, but ends before that section is complete.

Requirements

• Substantial experience managing a portfolio of business-critical IT services in a complex environment involving multiple stakeholders and suppliers.
• Demonstrable accountability for service strategy, governance, performance, customer experience, risk, financial management and continual improvement.
• Experience owning and developing IT service operations, including the Service Desk function.