IT Service Manager: Lead & Automate the Service Desk

Franklin Fitch; Coventry; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Company share scheme

Pension

Medical insurance

Healthcare cash plan

Enhanced family leave

Job summary

Franklin Fitch is seeking an experienced IT Service Manager in the United Kingdom to lead a three-person Service Desk, own the ITSM platform and drive continual improvement. The role reports to the Head of IT/Business Unit Manager and offers hybrid working with a competitive salary based on experience.

You will shape service delivery, governance and priorities, leading major incidents and collaborating with suppliers while guiding service budgets and value realization.

Qualifications

• Minimum of five years in a similar IT Service Manager role.
• Experience delivering service improvement and governance.
• Proven ability to manage service desks and platforms.
• Strong analytical skills turning data into results.
• Ability to handle major incidents and manage supplier performance.

Responsibilities

• Lead, coach and develop a Service Desk team, setting clear objectives.
• Own the Service Desk platform and incident management processes.
• Strengthen ITIL practices across change, problem and SLAs.
• Use dashboards and KPIs to identify improvements.
• Introduce automation and AI to enhance customer experience.
• Manage major incidents, escalations and supplier performance.
• Build a service improvement roadmap aligned with business priorities.

Skills

People leadership

ITIL

Analytics

Stakeholder management

Education

ITIL certification

Tools

ITSM platform

Job description

Franklin Fitch is seeking an experienced IT Service Manager in the United Kingdom to lead a three-person Service Desk, own the ITSM platform and drive continual improvement. The role reports to the Head of IT/Business Unit Manager and offers hybrid working with a competitive salary based on experience.

You will shape service delivery, governance and priorities, leading major incidents and collaborating with suppliers while guiding service budgets and value realization.