ITIL Service Manager

Head Resourcing Ltd; Glasgow; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading recruitment agency is seeking a Service Manager for a pivotal IT transformation role in Glasgow. You will take ownership of service management processes, drive continuous improvement, and manage vendor relationships. This hybrid position offers a competitive salary and significant opportunities for career growth during this crucial transformation.

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.

Responsibilities

• Design and implement ITIL processes across Incident, Change, Configuration, and Problem Management.
• Act as the escalation point for all incidents, including leading Gold Command calls when required.
• Chair the Change Advisory Board (CAB) and manage the full change lifecycle.

Skills

IT Service Management

ITIL frameworks

Vendor Management

Continuous Improvement

Job description

Service Manager - IT Transformation

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

Are you ready to take ownership of a critical IT Service Management function during a major transformation? We're partnering with a forward‑thinking organisation in the FMCG space that is investing heavily in technology and data, and they're looking for their first dedicated Service Manager to shape and lead this journey.

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 ([e-mail]) with any direct question.