IT Service Manager

Role Title: IT Service ManagerWork mode: OnsiteOpen for both contract and FTE RoleLocation: Birmingham/Leeds/Manchester/London SC ELIGIBLE candidates required---------------------------------------

Job Description

We are seeking an experienced Service Delivery Manager to oversee the delivery of high-quality IT services, ensuring adherence to agreed Service Level Agreements (SLAs) and driving continual service improvement initiatives. The ideal candidate will be responsible for operational governance, incident and problem management, stakeholder communication, supplier coordination, and service performance reporting.

The Service Delivery Manager will work closely with internal teams, customers, and third-party vendors to ensure stable, efficient, and customer-focused service delivery.

Technical Skills

Required

ITIL Service OperationsSLA & KPI GovernanceMajor Incident ManagementProblem ManagementSupplier/Vendor CoordinationService Reporting & DashboardsContinual Service Improvement (CSI)Operational Governance

Required Experience

8+ years of experience in IT Service Management or Service Delivery.

Strong understanding of ITIL processes and Service Management best practices.

Experience managing enterprise-level SLAs and KPIs.

Proven experience handling Major Incidents and Problem Management.

Experience working with third-party vendors and managing supplier performance.

Strong analytical, reporting, and governance skills.

Experience in driving service improvement initiatives.

Excellent stakeholder management and communication skills.

Preferred Qualifications

• ITIL Foundation or ITIL 4 Managing Professional certification.
• Experience with Service Management tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Experience working in enterprise or managed services environments.
• Knowledge of IT governance and operational risk management.