IT Senior Service Manager

Trusted Technology Partnership; Ringwood; On-site; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Company Profit Share

22 days annual leave plus holidays

Birthday leave

Private Medical Insurance

Pension Scheme

Free Parking

Hybrid Working

Progression opportunities

Job summary

Trusted Technology Partnership in Ringwood, Hampshire, is seeking an IT Senior Service Manager to lead a small team of two other managers and 2nd line technicians. You will help deliver high-quality IT support services and drive continuous improvement across the operational environment.

You will own end-to-end customer experience, aligning people, processes and technology, identifying improvements, driving change, and promoting ISO management systems within the team.

Qualifications

• Three years' experience in IT Service Management with proven people management.
• Solid understanding of IT support environments and operations.
• Experience with ITIL best practices.

Responsibilities

• Lead the delivery of high-quality IT support services as part of a senior team.
• Own end-to-end customer experience and drive service transitions and change initiatives.
• Produce and interpret KPI reports to monitor performance and identify improvements.
• Champion ISO management systems and embed best practices across the team.

Skills

People management

Stakeholder management

ITIL practices

Analytical reporting

Change management

Communication skills

Job description

IT Senior Service Manager

Position: Senior Service Manager

Location: Ringwood, Hampshire + Hybrid home working (non-contractual)

Salary: £40,000 + Overtime + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role

Working in a team of three Senior Service Managers, reporting to the Service Delivery Manager, you will form part of a well-established service management team. You will be helping to lead the delivery of high-quality IT support services and drive continuous improvement across our operational environment. You will be responsible, as a team, for the delivery of our support services.

You will take responsibility for the end to end customer experience, ensuring service excellence through effective alignment of people, processes and technology. You will identify improvement opportunities, drive change, and ensure ISO management systems are actively promoted and embedded across the support team.

As a Senior Service Manager, you will manage a team of Service Managers and 2nd Line Technicians to their full potential.

Duties Include:

• Identify and mitigate risks which could impact our services, performance or compliance.
• Produce and interpret departmental KPI reports to assess operational performance, monitor efficiency, identify risks, and recommend improvements to support department objectives.
• Act as a key representative for the support department during service transitions, change initiatives, and project delivery.
• Champion our commitment to ISO management systems within the support team, embedding best practice and continuous improvement.

Skills and Experience

• Experience in Service Delivery or IT Service Management (three years preferred), with proven people management experience, a strong track record managing incidents, problems, and major incidents.
• Solid understanding of IT support environments, ideally with previous hands‑on troubleshooting or IT operations experience.
• Experience and knowledge of using ITIL best practice.
• Excellent communication and stakeholder management skills, manage escalations professionally, and present confidently.
• Strong analytical and reporting ability.
• Ability to learn new technologies quickly.
• Organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
• Proactive and improvement focused, committed to continuous learning, professional development, and raising service standards.

The role is subject to standard clear DBS being received.

The Package

• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance including dental.
• Free Parking.
• Hybrid Working.
• Progression opportunities.
• Fresh fruit, the occasional pizza and a posh coffee machine!