IT Service Leader (Hybrid) — AI, Automation & Governance

Gold Group; Coventry; Hybrid; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid Working

Private Medical Insurance

Pension Scheme

Company Share Scheme

Annual Leave

Job summary

Gold Group is seeking an IT Service Manager in Coventry with hybrid working. You will own the performance, governance, and continual improvement of IT services while leading the Service Desk as the single point of contact for incidents and requests.

You will translate business priorities into measurable outcomes, drive service excellence, and ensure security, resilience, and cost-effectiveness. Emphasis on automation, AI adoption, and governance to shape future IT service delivery.

Qualifications

• Significant experience leading business-critical IT services.
• Proven leadership of Service Desk teams.
• Strong experience with IT Service Management platforms and service improvement initiatives.
• Demonstrable success delivering automation and AI-enabled service improvements.
• Extensive experience managing service performance, governance, and customer experience.
• Proven ability to influence senior stakeholders and present complex service issues clearly.
• Experience managing strategic suppliers, service contracts, and commercial relationships.
• Strong financial management skills including budgeting and forecasting.

Responsibilities

• Own the end-to-end performance, governance, and continual improvement of IT services.
• Develop and maintain service management strategies, operating plans, and improvement roadmaps.
• Act as the senior service management lead, translating business priorities into service outcomes.
• Chair service reviews and governance forums with updates on performance, risks, financials, and improvements.
• Lead and develop the Service Desk function and Analysts.
• Ensure consistent processes for incident and service request intake, triage, prioritisation, routing, and fulfilment.
• Define and monitor KPIs, SLAs, and customer experience metrics; produce management reports and dashboards.
• Champion automation and AI within service management; maintain a continual improvement portfolio.
• Lead major incident management, problem management, and service transition activities.
• Manage supplier relationships, contracts, and commercial considerations.

Skills

IT Service Management

ITIL

Stakeholder management

Automation

AI in ITSM

Service Desk leadership

Governance

Incident & Change Management

Vendor management

Data reporting & dashboards

Tools

ITSM platforms

Job description

Gold Group is seeking an IT Service Manager in Coventry with hybrid working. You will own the performance, governance, and continual improvement of IT services while leading the Service Desk as the single point of contact for incidents and requests.

You will translate business priorities into measurable outcomes, drive service excellence, and ensure security, resilience, and cost-effectiveness. Emphasis on automation, AI adoption, and governance to shape future IT service delivery.