Remote IT Service Manager: Delivery & CSI

People First; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Contributory pension scheme (up to 6%)

Life assurance

25 days of annual leave plus bankhol+

Birthday day off (non-contractual)

Discounted gym membership

Job summary

Health Partners Group is seeking an IT Service Manager to lead IT operations, governance, and continual service improvements. You will coordinate Service Desk, Infrastructure, Applications, and Security teams, while aligning technology services with business goals across a remote UK-based setting.

The role emphasizes SLA achievement, performance reporting, and stakeholder engagement, with a strong focus on service quality, compliance, and customer-focused improvement initiatives.

Qualifications

• Significant experience in IT Service Management or Service Delivery Management roles.
• Strong working knowledge of ITIL principles and service management frameworks.
• Experience managing SLAs, OLAs, KPIs, and service reporting.
• Experience of Incident, Problem, Change, Request, and Knowledge Management processes
• Strong stakeholder management and communication skills.
• Ability to analyse complex service data and develop actionable improvement plans.
• Experience working with third-party suppliers and support partners.
• Strong customer service focus and commitment to continuous improvement.
• Experience leading service improvement initiatives.
• Excellent organisational and prioritisation skills.
• ITIL Foundation Certification (V3+)

Responsibilities

• Monitor, report, and ensure IT Ops services meet SLAs, performance, and customer satisfaction targets.
• Maintain the IT Service Catalogue, documentation, and support processes.
• Act as an escalation point for major service issues and lead Continual Service Improvement (CSI) initiatives.
• Identify and implement opportunities for efficiency, automation, and service quality improvements.
• Drive process maturity across Incident, Problem, Change, Request, and Asset Management, ensuring effective incident handling, root cause investigations, and change governance.
• Build strong relationships with business leaders, teams, and suppliers.
• Provide clear communication on service performance, risks, and improvement plans to technical and non-technical audiences.
• Conduct regular service reviews and use user feedback to enhance services.
• Produce service reports, KPIs, and dashboards to support governance meetings and decision-making.
• Monitor performance against SLAs, address gaps, and contribute to IT security and compliance audits.
• Manage IT Events and Complaints procedures and ensure timely reporting.
• Provide access governance reports, audit evidence, and support for regulatory inspections and external audits.

Skills

ITSM

ITIL framework

SLA management

Stakeholder management

Service reporting

Incident management

Change management

Vendor management

Analytical skills

Communication skills

Education

ITIL Foundation Certification (V3+)

Tools

HaloITSM

ServiceNow

Microsoft 365

Azure

Entra ID

Endpoint Management

Cyber Security

Job description

Health Partners Group is seeking an IT Service Manager to lead IT operations, governance, and continual service improvements. You will coordinate Service Desk, Infrastructure, Applications, and Security teams, while aligning technology services with business goals across a remote UK-based setting.

The role emphasizes SLA achievement, performance reporting, and stakeholder engagement, with a strong focus on service quality, compliance, and customer-focused improvement initiatives.