IT Service Manager

The Francis Crick Institute; Hereford; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading biomedical research institute in the UK seeks an Enterprise Systems Lead to enhance enterprise platforms and integrated systems. This hybrid role requires collaboration with teams to design and implement systems, primarily utilizing ServiceNow. The ideal candidate will have expertise in ERP tools, SaaS platforms, and a strong data mindset. Benefits include generous leave, pension contributions, and a supportive work environment.

Benefits

28 days annual leave plus Christmas leave

Defined contribution pension with employer contributions

24/7 GP consultation services

Discounted gym memberships

Childcare support allowance

Qualifications

• In-depth understanding of business processes for ERP tools.
• Experience administering complex SaaS platforms.
• Exposure to Enterprise Business Intelligence tools.
• Experience with ETL/ESB tools.
• Ability to resolve business-critical system issues.

Responsibilities

• Lead design and implementation of enterprise systems.
• Prioritise work packages for the Enterprise Systems team.
• Support workflows for operations and science processes.
• Develop processes supporting strategic vision of ITO.
• Utilise ServiceNow to streamline and automate processes.

Skills

Understanding of business processes

Communication in change and administration

Database design and management

Troubleshooting live system issues

Use of ITIL-based approach

Tools

ServiceNow

Workday

Power BI

Splunk

Job description

Details of the role

Working pattern: Monday - Friday. This is a 12 month (Mat cover) fixed term position on Crick terms and conditions of employment. This role is hybrid and requires a minimum of 3 days per week in the office.

Salary: From £59,761 with benefits, subject to skills and experience. Application closing date: 4th of January 2026 at 23.59

About us

The Francis Crick Institute is Europe's largest biomedical research institute under one roof. Our world‑class scientists and staff collaborate on vital research to help prevent, diagnose and treat illnesses such as cancer, heart disease, infectious diseases and neurodegenerative conditions. The Crick is a place for collaboration, innovation and exploration across many disciplines, fostering excellence with state‑of‑the‑art infrastructure, cutting‑edge facilities and a creative, curious culture.

About the role

We are looking for an engaging and passionate Enterprise Systems Lead – ServiceNow to join our team at the Crick. This pivotal role involves participating in the design, development and ongoing improvement of enterprise platforms and integrated systems that support the Crick's needs and ambitions.

What you will be doing

• Leading the delivery of design, implementation and service transition for products and services using the current enterprise systems platforms (focused on ServiceNow, but may also include Workday where scope includes both platforms).
• Working with other leads within ITO to prioritise work packages for the Enterprise Systems team.
• Collaborating with Application Owners and external vendors to design and support workflows that support operations and science processes.
• Supporting the Head of Enterprise Systems to develop processes and ways of working that support the strategic vision of ITO, including automation, documentation, modularisation and reuse.
• Utilising the ServiceNow integrations platform (e.g. Flow Designer) to create, streamline and automate processes.

About you

• An in‑depth understanding of business processes for key operational teams as implemented in ERP tools such as Workday and workflow tools such as ServiceNow.
• Experience of change and administration of complex SaaS platforms, including effective communication and testing processes.
• Exposure to Enterprise Business Intelligence tools such as Power BI and IT Service Intelligence tools such as Splunk, along with the infrastructure required to support them.
• A data mindset, with experience of database design, development and management and knowledge of ETL/ESB tools.
• Use of an ITIL‑based approach for service, change and incident management.
• Ability to identify, troubleshoot and resolve business‑critical live system issues using a methodical, cross‑team approach.

Diversity and Inclusion

At the Francis Crick Institute, we believe that diversity and inclusion are essential to driving innovation and scientific discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences. We are a Disability Confident employer and will make reasonable adjustments if you need them. If you need assistance with applying (e.g. by phone or post) please email: [e-mail].

What will you receive?

• Visas: Applicants for this role will be eligible for sponsorship to work in the UK.
• Generous leave: 28 days of annual leave, plus three additional days over Christmas and bank holidays.
• Pension scheme: Defined contribution pension with employer contributions of up to 16%.
• Health & well‑being: 24/7 GP consultation services, occupational health services and mental health support programs.
• Eye care vouchers and discounted healthcare plans.
• Work‑life balance: Back‑up care for dependents, childcare support allowance and annual leave purchase options.
• Crick Networks: Offering support, community and inclusive social events.
• Perks: Discounted gym memberships, bike‑to‑work scheme, shopping discounts and subsidised on‑site restaurant and social spaces for team interaction.

Please note you must meet the essential criteria listed within the Role Profile to have your application reviewed. We reserve the right to withdraw this advert at any given time due to the number of applications received.