IT Service Manager

RecruitMe; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading energy organization is seeking an experienced IT Service Manager to drive service excellence and ensure effective IT service delivery. The role involves leading ITIL processes, managing complex incidents, and working closely with third-party service providers. Candidates should possess at least 7 years of experience in ITIL-driven environments and demonstrate strong stakeholder management skills. This position offers a chance to shape IT services within a forward-thinking environment that values innovation and employee development.

Qualifications

• At least 7 years experience in ITIL-driven environments.
• Experience operating in dynamic, regulated environments.
• Background working with third-party managed service providers.

Responsibilities

• Lead and chair Change Advisory Boards across business releases.
• Manage the smooth transition of new or modified services into live operations.
• Act as communication lead during major incidents.

Skills

Service Management

Stakeholder Management

Analytical Thinking

Communication Skills

ITIL Processes

Education

ITIL v4 Foundation

Job description

IT Service Manager

Drive Service Excellence in a Growing Energy Organisation

Location: Remote with regular travel to Cardiff (plus occasional Glasgow / other sites)

Industry: Energy / Utilities / Technology

Are you an experienced IT Service Management professional who thrives in a fast-paced, high-impact environment?

Do you enjoy leading ITIL processes, managing complex incidents, and driving continuous improvement across an organisation?

Our client is growing

and were looking for a proactive, people-focused IT Service Manager to champion customer excellence and ensure IT service delivery meets (and exceeds) business expectations.

This is a key role within their IT Operations function, working closely with outsourced managed service providers, internal teams, and senior stakeholders to keep their technology landscape running smoothly.

What Youll Be Doing

• Lead and chair Change Advisory Boards (CABs) across business releases and technical changes
• Manage the smooth transition of new or modified services into live operations
• Own the business change process from hyper‑care to BAU
• Act as the communication lead during major incidents
• Coordinate with third‑party MSPs, ensuring SLAs and problem reviews are met
• Analyse and communicate root causes of critical incidents
• Build and maintain a high‑value knowledge base to reduce recurring issues
• Ensure problem resolutions feed through correct Change Management processes
• Chair regular service reviews, building strong relationships with business stakeholders
• Identify service improvements and lead continuous improvement initiatives
• Produce clear, visually engaging monthly service reports

What Youll Bring

• You will be a confident, organised Service Management professional with a passion for excellence and at least 7 years experience in ITIL-driven environments.
• ITIL v4 Foundation (minimum)
• Experience operating in dynamic, regulated environments
• Strong stakeholder management skills at all levels
• Background working with third‑party managed service providers
• Experience managing IT Change
• Excellent communication, reporting and presentation skills
• Numerical competence and strong analytical thinking
• Ability to remain calm and decisive under pressure

Why Join Our Client?

Youll be joining a forward-thinking organisation with a genuine commitment to innovation, service excellence, and employee development. Youll have autonomy, trust, and the opportunity to shape how IT services operate within a rapidly evolving business.

Interested? Lets Talk.

If youre passionate about delivering high-quality IT services and want a role where you can truly make an impact, wed love to hear from you.