IT Service Manager

UK Hydrographic Office; Taunton; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Job summary

UK Hydrographic Office is seeking an IT Service Manager to own end-to-end IT services, drive improvements and balance business needs with technical realities. You will lead service reviews, manage SLAs, coordinate with stakeholders and suppliers, and ensure smooth transitions into business-as-usual operations.

This hybrid, UK-based role offers autonomy, visibility and the chance to shape service performance across a complex technology landscape.

Qualifications

• Significant experience in IT Service Management within large/complex tech environments.
• Demonstrated ability to manage, monitor and improve service performance against SLAs.
• Strong stakeholder management across business, tech and supplier teams.
• Proven experience managing service escalations and customer issues to resolution.
• Ability to drive continual service improvement using data, insight and feedback.
• Strong analytics and reporting skills with service metrics and trends.
• Power BI experience is essential.

Responsibilities

• Own the end-to-end performance of IT services, ensuring reliability and agreed business outcomes.
• Act as the main contact between business stakeholders, tech teams and suppliers.
• Lead service reviews and provide insight into service health, risks and opportunities.
• Manage escalations and customer concerns to resolution.
• Champion continuous service improvement for quality, resilience and efficiency.
• Collaborate with technical teams to reduce recurring incidents and address root causes.
• Ensure new/changed services transition smoothly into live support and operation readiness.
• Support major incidents and disruptions with coordinated communications and impact assessment.

Skills

IT Service Management

Stakeholder Management

Service Reviews

Data Analysis

Root Cause Analysis

Power BI

Incident Management

Tools

ITIL Foundation

Job description

Looking for a role where you can genuinely shape service performance, influence senior stakeholders and drive meaningful improvement across a complex technology landscape? This is an opportunity to take ownership of critical IT services, ensuring they consistently deliver value to the business while continually evolving to meet changing needs.

As an IT Service Manager, you'll sit at the heart of Technology Operations, acting as the key link between customers, technical teams and suppliers. You'll lead service reviews, oversee service level performance, manage escalations, and ensure new services are successfully transitioned into business-as-usual support. Just as importantly, you'll use insight, data and customer feedback to identify trends, solve underlying issues and champion continuous service improvement.

This is a highly visible role with significant autonomy, offering the chance to influence decision-making across the organisation. You'll work closely with service owners, senior leaders and delivery teams, representing customer needs while driving improvements that enhance service quality, reliability and user satisfaction

Ideal for an experienced IT Service Management professional, this position combines operational leadership with strategic thinking. If you enjoy building strong relationships, improving service outcomes and making a tangible impact across a large and complex technology environment, you'll find plenty of challenge, variety and opportunity here.

Hybrid working and shift pattern

This job role can be worked on a hybrid basis, which is an informal, non-contractual and voluntary arrangement, working between the office in Taunton and remotely within the UK.

Office attendance is expected 60% of the time.

• Own the end-to-end performance of IT services, ensuring they are reliable, well-supported and delivering against agreed business expectations.
• Act as the key point of contact between business stakeholders, technology teams and suppliers, building trusted relationships and ensuring customer needs remain central to service delivery.
• Lead regular service reviews, analyse performance trends and provide clear insight into service health, risks, issues and opportunities.
• Manage service escalations and customer concerns, taking accountability for driving issues through to a successful resolution.
• Champion continual service improvement, identifying opportunities to enhance service quality, resilience, efficiency and customer satisfaction.
• Collaborate with technical teams to reduce recurring incidents, improve operational performance and address underlying causes rather than symptoms.
• Ensure new and changed services transition smoothly into live support, with appropriate service ownership, support models and operational readiness in place.
• Support the management of major incidents and service disruptions, coordinating communications, assessing business impact and helping to restore normal service as quickly as possible.

Person specification

• Significant experience in IT Service Management, preferably within a large and complex technology environment.
• Demonstrable experience of managing, monitoring and improving service performance against agreed SLAs.
• Strong stakeholder management skills, with the ability to build effective relationships across business, technical and supplier teams.
• Proven experience managing service escalations, customer issues and operational challenges through to resolution.
• Ability to drive continual service improvement using data, insight, root cause analysis and customer feedback.
• Strong analytical skills with experience producing and interpreting service reports, metrics and performance trends.Power BI experience is essential
• Excellent communication and influencing skills, capable of engaging confidently with both technical and non-technical stakeholders at all levels.
• ITIL v4 Foundation qualification, with a solid understanding of service management best practice and operational support processes.