IT Services Manager — Lead Service Delivery & Improvement

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

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,