IT Service Manager

StepChange Debt Charity; Leeds; On-site; GBP 40,000 - 55,000; Full time

Job summary

StepChange Debt Charity is seeking an IT Service Manager to enhance IT service delivery through effective management of vendors and ITIL best practices. This role demands strong communication skills and ITIL knowledge to ensure operational stability and continuous improvements aligning IT with business goals.

Qualifications

• Proven experience managing IT services in complex multi-vendor environments.
• Familiarity with incident, problem, and change management.
• Skilled at handling contracts and SLAs.

Responsibilities

• Manage the full IT service lifecycle, including incidents and service requests.
• Drive service improvements and maintain operational stability.
• Provide clear communication and insights to stakeholders.

Skills

Supplier Management

ITIL Knowledge

Communication

Service Management

Education

ITIL v4 Certification

Job description

Join to apply for the IT Service Manager role at StepChange Debt Charity

Join to apply for the IT Service Manager role at StepChange Debt Charity

Are you passionate about delivering top-quality IT services?

Do you enjoy driving operational stability and continuous improvement?

Are you skilled at clear communication, insightful reporting, and proactive service management?

We’re looking for an IT Service Manager to lead the delivery of smooth, high-quality IT services by managing third-party suppliers and championing ITIL best practices. In this key role, you’ll help maintain operational stability and drive continuous improvements that keep our IT aligned with business goals.

As a core part of our IT Operations team, you’ll be the main link between IT and external partners—setting clear accountability, tracking performance, and ensuring every service delivers real value. This is a great chance to shape our IT service management and support the ongoing success of our organisation.

What You’ll Be Doing

You’ll manage the full IT service lifecycle, ensuring smooth operations and alignment with ITIL best practices. You’ll handle incidents, changes, service requests, and maintain SLAs while driving service improvements. You’ll also work closely with third-party vendors to ensure high performance and manage escalations.

You’ll support incident response and root cause analysis, keeping teams prepared and lessons learned. Clear communication is key—you’ll provide reports and insights to stakeholders and continuously look for ways to improve efficiency through automation and better processes, while supporting the onboarding of new services.

About You

StepChange is seeking someone with strong ITIL knowledge—ideally ITIL v4 certified—and proven experience managing IT services in complex multi-vendor environments. You’re skilled at supplier management, handling contracts, SLAs, escalations, and driving improvements.

You’re familiar with incident, problem, and change management and comfortable with service tools and reporting. You communicate clearly with both technical teams and senior stakeholders and are proactive in improving service efficiency, reducing downtime, and enhancing customer satisfaction through process improvements and automation.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Non-profit Organizations

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