IT Service Manager

Leeds Source: WhatJobs

£60,000–£90,000

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

The IT Services Manageris responsible forthe 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 whilstmaintaininghigh levelsof 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 identifyrecurring issues affecting service performance
Review incidents and ensure lessons learned are captured; ensure problem records and known errors aremaintained; and ensure servicescomply withorganisational 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 whereappropriate, 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; identifyand analyse trends impactingservice quality; andidentifyimprovement 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 withan ITSM platform / tools such asFreshService, ServiceNow, Jira Service Management, or equivalent
ITIL Foundation (minimum),ITIL Practitioner / Intermediate / Managing Professional
Demonstrated experience managing Incident Management, Problem Management, Change Managementand Service Level Management
Knowledge of IT infrastructure and enterprise applications
Ability to lead during critical service outages.
Excellent decision-making capability,prioritisationand 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.