IT Service Manager

BW Career Site 1; Leeds; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Life assurance

Private medical insurance

Pension scheme

25 days leave

Job summary

BW Career Site 1 in Leeds is hiring an experienced IT Services Manager for a permanent, hybrid role based in our Leeds office. You will govern the delivery and continual improvement of IT services across the organisation, ensuring they are reliable, secure, cost-efficient, and aligned with business requirements while maintaining high levels of customer satisfaction.

The role acts as the bridge between technical teams and business stakeholders, driving incident, problem and change management,

Qualifications

• ITIL Foundation or higher required.
• Experience in Incident, Problem and Change Management.
• Ability to lead service delivery and governance.
• Strong communication with technical and business stakeholders.

Responsibilities

• Lead IT service delivery in line with SLAs/OLAs.
• Oversee incident, major incident, and problem management.
• Coordinate teams during major incidents and root cause analysis.
• Review incidents and maintain knowledge base; ensure compliance with policies.
• Manage operational risks and supplier performance.
• Record risks with mitigation plans and support audits.
• Drive service reviews and continuous improvement initiatives.
• Produce service performance reports and dashboards; track KPIs.
• Present updates to management and stakeholders.
• Foster a culture of continuous improvement and customer-focused delivery.

Skills

ITSM principles

ITIL Foundation

Incident management

Problem management

Change management

Service level management

Stakeholder communication

Education

ITIL Practitioner

ITIL Intermediate

Managing Professional

Tools

FreshService

ServiceNow

Jira Service Management

Job description

We have an exciting, permanent opportunity for an experienced IT Services Managerto join our Leeds office (hybrid working, between home and office).

The IT Services Manageris responsible forthe governance, delivery, and continual improvement of IT services across the organisation You’ll ensure that our IT services are reliable, secure, cost-effective, and aligned with business requirements whilstmaintaininghigh levelsof customer satisfaction.This position acts as the bridge between technical teams and business stakeholders, ensuring that IT service performance, operational support, supplier management, and service improvement activities contribute positively to business outcomes.

A snapshot of your day

• Lead IT service delivery, in line with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring high performance, compliance, and continual improvement
• Oversee incident, major incident, and problem management processes to minimise business impact
• Coordinate technical teams during major incidents, leading root cause investigations and identifyrecurring issues affecting service performance
• Review incidents and ensure lessons learned are captured; ensure problem records and known errors aremaintained; and ensure servicescomply withorganisational policies and standards.
• Manage operational risks, governance requirements, and supplier performance.
• Work with Risk and Governance teams to record risks, including mitigation plans and manage escalations whereappropriate, and support audit requirements and risk management activities.
• Drive service reviews, service management maturity, process standardisation and maturity, and operational excellence and implement improvement initiatives
• Produce service performance reports and dashboards; Track operational KPIs and service metrics; identifyand analyse trends impactingservice quality; andidentifyimprovement opportunities.
• Present service updates and improvement recommendations to management and stakeholders.
• Foster a culture of continuous improvement, security, and customer-focused service delivery.

We would love to hear from you if you have:

• Excellent understanding of IT Service Management (ITSM) principles and experience working withan ITSM platform / tools such asFreshService, ServiceNow, Jira Service Management, or equivalent
• ITIL Foundation (minimum),ITIL Practitioner / Intermediate / Managing Professional
• Demonstrated experience managing Incident Management, Problem Management, Change Managementand Service Level Management
• Knowledge of IT infrastructure and enterprise applications
• Ability to lead during critical service outages.
• Excellent decision-making capability,prioritisationand organisational skills.
• Experience driving service improvements and operational change
• Excellent verbal and written communication skills and ability to engage with technical and non-technical audiences
• Executive-level communication and reporting capability

What's in it for you:

• Competitive discretionary annual bonus.
• Core benefits including life assurance of four times salary, income protection of 75% of salary for up to five years, and single private medical insurance cover.
• A generous pension scheme
• 25 days' annual leave, increasing to 27 days after five years' service.
• Access to the Howden flexible benefits programme, offering a wide range of benefits and discounts to support your wellbeing, family life and lifestyle.
• The opportunity to be part of a growing global business where career development, collaboration and innovation are encouraged.

Accessibility

If you require reasonable adjustments or want more information on accessibility, please let us know