European IT Support Manager — Lead ITSM Transformation

SF Partners; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Profit share scheme

Benefits package

Job summary

SF Partners is seeking an IT Support Manager to lead our European-wide support team across first and second line and report to the European CIO. You will drive ITSM improvements using ITIL, coordinate with IT Operations, Information Management and external partners, and upskill the team to raise first-line resolution rates and user satisfaction.

This role offers ownership of the IT Support function within a growing manufacturing group and a competitive base salary with a profit share scheme.

Qualifications

• Experience leading an IT support function in a European or global business.
• Strong ITIL/ITSM knowledge and track record of process improvement.
• Ability to upskill teams and drive performance improvements across multiple entities.

Responsibilities

• Directly manage the European IT support team across first and second line.
• Drive ITSM process improvements using ITIL framework and collaborate with IT Operations & Information Management.
• Upskill the support function to improve ticket resolution, user satisfaction, and response times.
• Engage with external support partners and participate in IT-wide restructuring initiatives.
• Report to the European CIO and contribute to long-term IT leadership.

Skills

ITIL

ITSM

Leadership

Stakeholder management

Project management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

BMC Remedy

Active Directory

Job description

SF Partners is seeking an IT Support Manager to lead our European-wide support team across first and second line and report to the European CIO. You will drive ITSM improvements using ITIL, coordinate with IT Operations, Information Management and external partners, and upskill the team to raise first-line resolution rates and user satisfaction.

This role offers ownership of the IT Support function within a growing manufacturing group and a competitive base salary with a profit share scheme.