IT Service Manager

Franklin Fitch; Coventry; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Company share scheme

Pension

Medical insurance

Healthcare cash plan

Enhanced family leave

Job summary

Franklin Fitch is seeking an experienced IT Service Manager in the United Kingdom to lead a three-person Service Desk, own the ITSM platform and drive continual improvement. The role reports to the Head of IT/Business Unit Manager and offers hybrid working with a competitive salary based on experience.

You will shape service delivery, governance and priorities, leading major incidents and collaborating with suppliers while guiding service budgets and value realization.

Qualifications

• Minimum of five years in a similar IT Service Manager role.
• Experience delivering service improvement and governance.
• Proven ability to manage service desks and platforms.
• Strong analytical skills turning data into results.
• Ability to handle major incidents and manage supplier performance.

Responsibilities

• Lead, coach and develop a Service Desk team, setting clear objectives.
• Own the Service Desk platform and incident management processes.
• Strengthen ITIL practices across change, problem and SLAs.
• Use dashboards and KPIs to identify improvements.
• Introduce automation and AI to enhance customer experience.
• Manage major incidents, escalations and supplier performance.
• Build a service improvement roadmap aligned with business priorities.

Skills

People leadership

ITIL

Analytics

Stakeholder management

Education

ITIL certification

Tools

ITSM platform

Job description

Are you an experienced IT Service Manager who enjoys developing people and improving how IT services work? Have you used automation or AI to make support faster, simpler and more effective?

We’re partnering with an established technology services business to recruit an IT Service Manager. You’ll lead a Service Desk team of three and take ownership of service performance, the ITSM platform and continual improvement.

Reporting to the Head of IT / Business Unit Manager, you’ll have the opportunity to shape service delivery, strengthen governance and turn business priorities into practical improvements.

What you’ll be doing

• Lead, coach and develop the Service Desk team, setting clear objectives and building capability.
• Own the Service Desk platform and the processes supporting incident management and service requests.
• Strengthen ITIL practices across problem, change, service transition and service level management.
• Use dashboards, SLAs, KPIs and customer feedback to identify issues and demonstrate improvements.
• Introduce automation and AI to reduce manual work and improve the customer experience.
• Lead major incidents and escalations, keeping stakeholders informed and ensuring follow-up actions address root causes.
• Manage supplier performance, support commercial decisions and oversee service budgets.
• Build and deliver a service improvement roadmap aligned with business priorities.

What we’re looking for

You’ll bring at least five years’ experience in a similar IT Service Manager role, with responsibility for service delivery, customer experience and continual improvement.

You’ll also need:

• ITIL certification, supported by practical experience applying the framework.
• Experience managing and developing a Service Desk team.
• Ownership of an ITSM platform, with examples of improvements delivered through automation or AI.
• Strong analytical skills and experience turning service data into measurable results.
• Confidence managing major incidents, challenging suppliers and communicating with senior stakeholders.
• Commercial awareness, including experience overseeing budgets, costs and service value.

What’s on offer

Alongside a competitive salary based on experience, benefits include hybrid working, a company shares scheme, pension, medical insurance, a healthcare cash plan, enhanced family leave and investment in professional training and memberships.