IM Service Manager

Anglo American / De Beers Group; Harwell; On-site; GBP 60,000 - 80,000; Full time

Job summary

Element Six (E6) is seeking an IM ServiceManager to improve IT services governance, maturity and delivery across global operations. This role collaborates with service providers, technical teams and business stakeholders to drive performance, compliance and continual service improvement while balancing day-to-day service activity.

You will lead problem management, root cause analysis and governance initiatives, ensuring effective ownership, support arrangements and measurable outcomes across the

Qualifications

• ITIL 4 Foundation or higher.
• Experience managing IT service management processes and continuous improvement.
• Experience working with outsourced or multi-sourced service providers.
• Strong governance, facilitation and action-management capability.
• Strong analytical skills, with the ability to turn service data into clear priorities.
• Confident stakeholder communication and constructive challenge.
• Ability to manage competing operational and improvement priorities.

Responsibilities

• Turn service strategy into action by embedding well-governed ways of working across global IT services.
• Lead continual service improvement, identifying inefficiencies and opportunities to streamline.
• Own key IT service management processes, especially problem management and root cause analysis.
• Drive operational governance using service data to highlight gaps and actions.
• Hold service providers to account, monitor delivery and challenge underperformance.
• Improve service quality and user experience by addressing failure demand and controls.
• Support transition of new and changed services with clear ownership and controls.
• Strengthen asset and lifecycle governance for hardware, software and configurations.
• Build strong stakeholder relationships and translate issues into business impact.
• Champion a culture of ownership and ongoing improvement.

Skills

ITSM governance

Continuous improvement

Stakeholder comms

Outsourced services

Problem management

Root cause analysis

Data-driven decisions

Education

ITIL Certification

Tools

ServiceNow

Job description

Element Six (E6), is a global leader in the design, development and production of synthetic diamond and tungsten carbide supermaterials. Part of the De Beers Group, our primary manufacturing sites are located in UK, Ireland, Germany, South Africa and the US.

Our mission

We put our customers first. Using our technological expertise and industrial leadership we deliver innovative solutions to achieve competitive advantage.

Our vision

With access to the most sophisticated R&D technology and the best minds in the business, the future is full of possibilities…

Employment Equity & Inclusion and Diversity

We are committed to fostering a vibrant workplace culture that is inclusive and embraces our diversity, where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential, and thrive.

Background checks

Successful candidates will be required to complete a background screening check which may include a criminal check and validation of qualifications.

You can find out more about who we are and what we do on our website:

We are hiring for the role of IM ServiceManager to improve the effectiveness, maturity and governance of IT services across Element Six. The role acts as the operational bridge between service strategy and service execution, ensuring that processes, standards and governance frameworks are defined, embedded and continually improved.

Working closely with service providers, technical teams and business stakeholders, this role will be key to driving operational consistency, service performance improvement, process compliance and practical delivery of continual service improvement. The successful candidate will balance process leadership and operational governance with targeted support for day-to-day service activity.

Key Responsibilities

• Turn service strategy into action by embedding practical, consistent and well-governed ways of working across global IT services.
• Lead continual service improvement, identifying inefficiencies, recurring issues and opportunities to simplify, standardise or automate.
• Own key IT service management processes, with particular responsibility for problem management, root cause analysis and reducing repeat incidents.
• Drive operational governance, using service data to highlight performance, risk, control gaps and the actions needed to improve.
• Hold service providers to account, monitoring delivery, challenging underperformance and ensuring commitments are followed through.
• Improve service quality and user experience by addressing failure demand, strengthening operational controls and tracking measurable outcomes.
• Support the successful transition of new and changed services, ensuring ownership, support arrangements, knowledge and controls are in place.
• Strengthen asset and lifecycle governance, improving the accuracy, compliance and reliability of hardware, software and configuration information.
• Build strong stakeholder relationships, translating operational issues into clear business impact, priorities and decisions.
• Champion a culture of ownership and improvement, coaching teams and partners to adopt effective service management practices.

Qualifications

• ITIL 4 Foundation or higher.
• Experience managing IT service management processes and continuousimprovement.
• Experience working with outsourced or multi-sourced service providers.
• Strong governance, facilitation and action-management capability.
• Strong analytical skills, with the ability to turn service data into clear priorities.
• Confident stakeholder communication and constructive challenge.
• Ability to manage competing operational and improvement priorities.

Desirable but not essential

• Experience supporting global IT services.
• Experience using ServiceNow or a comparable ITSM platform.
• Experience supporting service transformation and transition.
• Knowledge of asset, configuration and lifecycle management practices.

Additional Information

All applicants must be able to provide documentation verifying their eligibility to work in the UK. Visa sponsorship is not provided for this role.

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