IT Services Manager

Investigo Limited; London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading IT service management provider in London is seeking an operational IT manager to oversee IT services, ensuring reliability and security. The ideal candidate should have deep knowledge of ITIL processes and cybersecurity operations, along with experience managing mixed service environments. This role requires on-site presence 3-4 days a week.

Qualifications

• Demonstrable experience managing operational IT services in a mixed shared service / in-house / outsourced environment.
• Deep knowledge of ITIL v4 practices, especially Incident, Problem, Change, and Asset Management.
• Experience with service desk systems and CMDBs.
• Familiarity with cybersecurity operations.

Responsibilities

• Manage the performance and quality of outsourced, shared service and in-house IT services.
• Own and operate ITIL processes: Incident, Problem, Change, and Asset Management.
• Lead on cyber security risk assessments and vulnerability management.
• Deliver customer-focused service improvement initiatives.

Skills

ITIL v4

Cybersecurity operations

Stakeholder engagement

Supplier management

Service desk systems

CMDB knowledge

Job description

To ensure the effective day-to-day delivery of IT services across both shared and in-house environments, with a strong focus on ITIL disciplines - Incident, Problem, Change, and Asset Management - and Cyber Security risk management. The postholder will act as the customer-facing lead for operational IT, ensuring services are reliable, secure, and responsive to user needs.

Key Responsibilities

• Manage the performance and quality of outsourced, shared service and in-house IT services
• Own and operate the ITIL processes: Incident, Problem, Change, and Asset Management
• Act as the operational interface with the other organisation (the shared service provider)
• Maintain the CMDB and configuration item lifecycle tracking
• Lead on cyber security risk assessments, patch assurance, vulnerability management, and coordination with SOC/XDR providers
• Ensure compliance with cyber and data protection standards (e.g. Cyber Essentials)
• Monitor service level agreements (SLAs), escalate issues, and lead service reviews
• Coordinate change activity to ensure minimal business disruption
• Deliver customer-focused service improvement initiatives
• Support audits and business continuity planning

Essential Skills and Experience

• Demonstrable experience managing operational IT services in a mixed shared service / in-house / outsourced environment
• Deep knowledge of ITIL v4 practices, especially Incident, Problem, Change, and Asset Management
• Experience with service desk systems and CMDBs
• Familiarity with cybersecurity operations (e.g., vulnerability scanning, patch management, access reviews)
• Strong stakeholder engagement and supplier management skills
• Ability to maintain service performance under pressure and manage conflicting priorities
• A pragmatic, delivery-focused mindset - not a strategic/consultancy focus

Relevant SFIA Skills and Levels: Ideally you should have the following SFIA Skills Profiles.

SFIA Code	Skill Name	Recommended Level	Relevance
ITOP	IT Operations Management	Level 5	Day-to-day IT service delivery including in-house systems
USUP	Incident Management	Level 5	Owns the incident process and ensures restoration of service
PBMG	Problem Management	Level 5	Root cause analysis and avoidance of recurring incidents
CHMG	Change Management	Level 5	Authorises, schedules, and reviews IT changes
ASMG	Asset Management	Level 5	Owns and manages the asset lifecycle (including CMDB)
SCTY	Information Security	Level 5	Applies and oversees operational security practices
SURE	Security Operations	Level 4-5	Coordinates patching, vulnerability management, incident response
RLMT	Stakeholder Relationship Management	Level 5	Acts as customer liaison for IT service experience
SUPP	Supplier Management	Level 5	Manages relationships and performance of service providers
COPL	Change and Transformation Mgmt	N/A	Not required - this role is operational, not transformational

This role is 3-4 days on site in London per week, to start as soon as possible. If interested in the role, please can you apply in the first instance and if suitable, we will be in touch.