Location: London, England
Experience Level: Senior
Senior IT Service Manager
We are seeking an experienced Senior IT Service Manager to lead the delivery of high quality IT services across our organisation. Based in London, this role is ideal for a strategic technology leader with a strong background in IT service management, operational excellence, and stakeholder engagement.
As a Senior IT Service Manager, you will oversee service delivery, drive continual service improvement, and ensure technology services consistently meet business objectives and customer expectations.
You will collaborate with internal teams, vendors, and senior stakeholders to maintain resilient, secure, and efficient IT operations.
Key Responsibilities
- Lead the delivery and continuous improvement of IT services across the organisation.
- Manage service performance against agreed service level agreements and key performance indicators.
- Develop and implement IT service management strategies aligned with business objectives.
- Oversee incident, problem, change, and service request management processes.
- Build strong relationships with business leaders, vendors, and technology partners.
- Identify opportunities to improve service quality, operational efficiency, and customer satisfaction.
- Manage service risks and ensure appropriate governance and compliance controls are maintained.
- Lead major incident management activities and coordinate cross functional technical teams during critical service disruptions.
- Produce service reports, operational dashboards, and performance metrics for senior leadership.
- Support infrastructure, cloud, cybersecurity, and application teams to ensure reliable service delivery.
- Manage third party suppliers and monitor contractual service obligations.
- Lead, mentor, and develop service management professionals while promoting a culture of accountability and continuous improvement.
- Support IT projects by ensuring operational readiness and smooth service transitions.
Requirements
- Proven experience as an IT Service Manager, Senior IT Service Manager, Service Delivery Manager, or similar leadership role.
- Strong knowledge of IT Service Management principles and ITIL best practices.
- Experience managing enterprise IT operations, service delivery, and operational support teams.
- Demonstrated success in improving service performance and customer satisfaction.
- Experience managing major incidents, problem management, and change management processes.
- Strong understanding of cloud technologies, enterprise infrastructure, cybersecurity, and business continuity principles.
- Experience managing supplier relationships and outsourced service providers.
- Excellent leadership, communication, negotiation, and stakeholder management skills.
- Strong analytical and decision making abilities in complex operational environments.
- ITIL Foundation certification is required. ITIL Managing Professional, PRINCE2, PMP, or equivalent certifications are desirable.
- Eligibility to work in the United Kingdom.
What We Offer
- Competitive salary.
- Annual performance bonus opportunities.
- Company pension scheme.
- Generous annual leave entitlement.
- Professional development and certification support.
- Employee wellbeing programme.
- Flexible working arrangements where business requirements allow.
- Career progression within a growing technology organisation.
Equal Opportunity Employer
We are committed to creating an inclusive workplace where everyone has the opportunity to succeed. We welcome applications from all qualified candidates regardless of race, religion, gender, age, disability, sexual orientation, or any other characteristic protected by applicable law. Employment decisions are based on skills, qualifications, experience, and business requirements.
Job Type: Full Time, Permanent
If you are an experienced IT service leader who is passionate about delivering exceptional technology services and driving operational excellence, we encourage you to apply today.
Pay: £88,000.00-£90,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee mentoring programme
- Enhanced paternity leave
- Financial planning services
- Free fitness classes
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Sick pay
Work authorisation:
- United Kingdom (required)
Work Location: In person
