IT Service Manager

Lincolnshire Co-op; Bracebridge; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading co-operative organization in Lincolnshire is seeking an experienced IT Service Manager to enhance IT service delivery. This role involves managing service relationships, leading service transitions, and supporting incident management. The ideal candidate will have a background in IT, strong customer service skills, and an understanding of ITIL principles. Benefits include generous annual leave, a pension scheme with employer contributions, and employee discounts across businesses.

Benefits

30 days annual leave

Pension scheme with up to 12% employer contributions

Generous colleague discount rates

Annual discretionary bonuses

Qualifications

• Proven experience as an IT Service Manager or in a similar role.
• Strong understanding of ITIL principles and practices.
• Experience in managing service transition activities.

Responsibilities

• Manage the IT service relationship with internal customers.
• Support change projects and lead service transition activities.
• Oversee vendor relationships and contract management.

Skills

Excellent customer service

Relationship management

Analytical skills

Problem-solving

Education

Degree in Information Technology or related field

Tools

Incident management tools

Job description

We’re looking for a proactive and experienced IT Service Manager to join our team and play a crucial role in delivering high-quality IT services across the organisation. In this role, you’ll ensure that services consistently meet agreed Service Level Agreements (SLAs), maintaining operational excellence and reliability. You’ll also support change projects by leading service transition activities, ensuring new services are seamlessly integrated into operations, and provide essential support for incident management, driving prompt resolutions for key services. This is a fantastic opportunity to make a significant impact on the performance and delivery of IT services in a dynamic environment. In this role, you will own and manage the IT service relationship with internal customers, acting as the primary point of contact for all service-related issues and concerns. Your focus will be on building strong relationships and ensuring a high level of customer satisfaction through effective communication and responsive service delivery. You’ll manage key relationships with IT suppliers, overseeing their performance to ensure they deliver value for money while supporting the Society’s best interests. You’ll identify opportunities for continuous improvement, driving initiatives to enhance service efficiency and overall delivery. Additionally, you’ll play a key role in supporting change projects, managing service transition activities to ensure new or updated services are seamlessly integrated into operations.

• Degree or equivalent qualification or equivalent experience in Information Technology, Computer Science or a related field.
• Proven experience as an IT Service Manager or in a similar role.
• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and practices.
• ITIL certification would be desirable.
• Experience in managing service transition activities.
• Familiarity with project management principles and practices would be desirable.
• Familiarity with incident management processes and tools.

You’ll bring excellent customer service and relationship management skills, with the ability to build strong connections with internal stakeholders and external partners. Your experience in managing vendor relationships and overseeing contract management, including negotiation, ensures you can secure value and maintain high‑quality service delivery. With strong analytical and problem‑solving skills, you have a keen eye for identifying opportunities to drive continuous improvement and implement initiatives that enhance efficiency and performance. Your excellent communication and interpersonal skills enable you to collaborate effectively with diverse teams, negotiate with suppliers, and engage with stakeholders at all levels.

We are an “Investors in People – Platinum” employer, meaning that we have been recognised as one of the country’s top employers, offering progression opportunities to all our colleagues. As your confidence grows, you’ll have the opportunity to build the skills necessary to further progress your career and help to open up future opportunities. Whether you’re thinking of a future with us or looking to develop your skills with a community‑focused business, we’ll work together with you to shape your career for the better. From a single store in 1861 we have grown to be one of the most successful co‑operatives in the UK. We’re proud to be able to offer a wide range of services from across our family of businesses. From Food Stores and Pharmacies to Post Offices and Support Services, we’re a growing society made up of over 220 outlets and nearly 3,000 colleagues. We’re owned by our members, the people of Lincolnshire and surrounding counties, and have been for more than 160 years! Communities are at the heart of everything we do and motivates us to deliver more than great customer service. We support them by sharing dividend with our members, investing in new and improved services, raising money for charity through our Community Champion scheme, supporting local schools and so much more! Find out more about us, our purpose and wonderful colleagues here.

In addition to working for a successful co‑operative business, we offer our colleagues fantastic benefits, including:

• 30 days annual leave (including bank holidays) (pro‑rata)
• Pension scheme (with up to 12% employer contributions)
• Generous colleague discount rates across our family of businesses
• Annual discretionary colleague bonuses to reward you for your hard work