ITIL Service Manager

Head Resourcing; City of Edinburgh; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading IT services company in the United Kingdom is seeking a Service Manager for IT Transformation to build a service management function from the ground up. You will design and implement ITIL processes, manage incidents, and drive vendor relationships. The ideal candidate has proven IT Service Management experience and a strong knowledge of ITIL frameworks. This role offers a competitive salary and a hybrid working model in Glasgow.

Benefits

Competitive salary and benefits

Long-term career growth

Hybrid working model

Qualifications

• Proven experience in IT Service Management, ideally within a transformation or complex environment.
• Strong knowledge of ITIL frameworks and governance best practices.
• Ability to lead major incidents and coordinate multiple stakeholders under pressure.
• Experience managing vendors and service delivery partners.
• Proactive mindset with a passion for building processes and driving improvement.

Responsibilities

• Design and implement ITIL processes across Incident, Change, Configuration, and Problem Management.
• Act as the escalation point for all incidents, leading Gold Command calls when required.
• Chair the Change Advisory Board and manage the full change lifecycle.
• Own relationships with technology suppliers, ensuring SLAs are met and driving service improvements.
• Push toward CMMI Level 3 maturity, embedding structured processes and performance metrics.

Skills

IT Service Management

ITIL frameworks

Vendor management

Leadership under pressure

Process improvement

Job description

Service Manager - IT Transformation

Location: Glasgow (Hybrid)
Salary: Competitive + Benefits
Employment Type: Permanent

Why This Role?

This is a rare opportunity to build a service management function from the ground up. You’ll introduce ITIL-aligned processes, establish governance, and become the go-to person for incident and change management. If you thrive in dynamic environments and want to make a tangible impact, this role is for you.

What You’ll Be Doing

• Lead Service Management: Design and implement ITIL processes across Incident, Change, Configuration, and Problem Management.
• Incident & Major Event Ownership: Act as the escalation point for all incidents, including leading Gold Command calls when required.
• Change Governance: Chair the Change Advisory Board (CAB) and manage the full change lifecycle.
• Vendor Management: Own relationships with technology suppliers, ensuring SLAs are met and driving service improvements.
• Continuous Improvement: Push toward CMMI Level 3 maturity, embedding structured processes and performance metrics.

What We’re Looking For

• Proven experience in IT Service Management, ideally within a transformation or complex environment.
• Strong knowledge of ITIL frameworks and governance best practices.
• Ability to lead major incidents and coordinate multiple stakeholders under pressure.
• Experience managing vendors and service delivery partners.
• A proactive mindset with a passion for building processes and driving improvement.
• Ideally experience in FMCG industry or similar.

What’s In It For You?

• The chance to define and own a critical function during a high-profile transformation.
• A hybrid working model (3-4 days onsite in Glasgow).
• Competitive salary and benefits.
• Long-term career growth as the function evolves into a mature BAU operation.

Interested?

Apply today or reach out for a confidential conversation. This is your opportunity to step into a pivotal role and make a lasting impact - feel free to reach out to Callum Beveridge url removed with any direct question.