Service Desk and Change Manager

JR United Kingdom; Washington; On-site; GBP 35,000 - 43,000; Full time

Job summary

JR United Kingdom, a SaaS company specializing in garment personalization technology, seeks a Service Desk and Change Manager. This pivotal role involves overseeing service delivery, managing ITIL processes, and enhancing customer engagement across multiple time zones. You'll play a central role in ensuring a high-quality customer experience and operational excellence.

Qualifications

• 3-5 years of experience in IT Service Desk Management or Change Management.
• Proven knowledge of ITIL processes with strong analytical skills.
• Experience with ITSM tools such as Freshservice or ServiceNow.

Responsibilities

• Lead Service Desk operations ensuring timely issue resolution.
• Manage Incident, Problem, and Change Management processes.
• Develop and monitor Service Desk KPIs for performance reporting.

Skills

Service Management

Customer Service

ITIL Process Management

Change Management

Incident Management

Education

ITIL Service Management qualification

Tools

ITSM platforms

Job description

Social network you want to login/join with:

Service Desk and Change Manager, Washington

col-narrow-left

Client:

Tracker

Location:

Washington, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

col-wide

Job Description:

We're a fast-growing SaaS company leading the way in garment personalisation technology. Our powerful platform helps embroidery and print businesses operate smarter, faster, and at scale. As we expand into the US and target mid-sized and larger clients, we’re investing in maturing our service management and customer success capabilities.

We’re looking for a Service Desk and Change Manager to build our IT service operations, bringing ITIL best practice to life in a fast-paced, customer-first environment. You'll oversee incident, problem, change, and knowledge management, while ensuring service delivery meets SLAs and supports our growth. Working closely with our Senior Manager – Service Delivery and Customer Success, you’ll help build scalable processes, drive continuous improvement, and support customers across UK and North American time zones.

This role suits someone who combines hands-on service management experience with a sharp eye for process, a passion for great customer service, and the drive to help a scaling business go further, faster.

As the business grows there will potentially be opportunities for growth, development and increased responsibility.As a team we are customer centric, learning oriented, supportive, agile and adaptive.We love to create value for our customers and to celebrate our success.

Salary Range

• £35,000 - £42,500 per annum, plus benefits based on experience.
• Performance bonus of up to 10% based on company and personal performance.
• Location: Office based in Washington (near Newcastle Upon Tyne), Tyne and Wear.

Keywords

#Service_Desk #IT_Service_Management #ITIL #North_East_Jobs #SLA_Management #Change_Management

Key Accountabilities

• End-to-end management of Service Desk operations ensuring timely and professional resolution of incidents and requests.
• Ownership and continual improvement of the Incident, Problem, and Change Management processes in full alignment with ITIL v4 best practices.
• Management and adherence to Service Level Agreements (SLAs) and operational targets.
• Maintenance of strong working knowledge of customer’s contracts, general Terms and Conditions, and service obligations.
• Creation and maintenance of a comprehensive service knowledge base and documentation.
• Proactive identification of service issues and root causes, driving continuous service improvement initiatives.
• Management of the Change Advisory Board (CAB) to ensure structured implementation of IT changes with minimal disruption.
• Building and maintaining effective working relationships with colleagues, technical teams, and customers.
• Collaboration with technical teams, and business stakeholders to align services to operational and commercial objectives.

Responsibilities

Service Desk Operations

• Lead the Service Desk, ensuring tickets are triaged, prioritised, escalated, and resolved within SLA targets.
• Act as the single point of contact for service issues, ensuring high-quality communication with customers and internal teams.
• Maintain clear records of SLA commitments, contractual obligations, escalation pathways, and service outcomes.
• Develop and monitor Service Desk KPIs and produce regular performance reports for management review.
• Contribute to the automation of self-service roadmap to increase operational efficiency and scalability.
• Drive adoption of self-service and automation in ticket resolution and knowledge access.
• Develop and maintain an internal and customer facing service knowledge base, ensuring accessibility and relevance.

Incident and Problem Management

• Implement and maintain incident management processes aligned to ITIL, ensuring fast resolution of service disruptions.
• Lead post-incident reviews and root cause analysis (RCA) activities, developing corrective actions and service improvements.
• Identify recurring incidents and work with technical teams to convert them into proactive problem management initiatives.
• Collaborate with Customer Success and support teams to close the loop on incident impact and service experience feedback.

Change Management

• Manage the change management lifecycle, from request to implementation and post-change review.
• Plan and organise Change Advisory Board (CAB) meetings, ensuring all changes are properly risk assessed, documented, and approved.
• Develop standard change templates, rollback plans, and emergency change procedures.
• Manage communications and training related to change implementations to minimise user disruption and support effective onboarding.

SLA, Contract, and Terms and Conditions Management

• Maintain detailed knowledge of customer contracts, service level commitments, and the company’s standard Terms and Conditions.
• Monitor and report on SLA adherence across service operations.
• Escalate and manage SLA or contractual risks promptly, working collaboratively to avoid breaches.
• Apply knowledge of T&Cs to ensure that service desk practices align with commercial and operational terms.
• Data analysis and provision of management information and reporting to Tracker’s leadership and customers, hold regular performance reviews and agree and implement service improvement plans.

Stakeholder Engagement and Collaboration

• Actively build strong, effective working relationships with colleagues and customer representatives.
• Act as an interface between technical teams and business stakeholders, translating technical impacts into business language.
• Champion a culture of excellent customer engagement and professional service delivery.
• Champion customer-centric service delivery by integrating feedback loops, Customer Satisfaction Surveys (CSAT), and Net Promoter research and analysis in collaboration with Customer Success teams.

ITIL Process Development and Governance

• Design, implement, and continuously measurably improve Incident, Problem, Change, and Release Management processes.
• Provide coaching and training to operational teams on ITIL-aligned practices.
• Contribute to the tooling strategy and roadmap for IT Service Management (ITSM) tools and automation.
• Support alignment with information security and compliance frameworks (ISO 27001 / SOC 2, where appropriate).

Experience, Skill and Qualifications

• Minimum 3–5 years’ experience in IT Service Desk Management, Change Management, or similar roles.
• Strong practical knowledge of ITIL processes (especially Incident, Problem, Change Management).
• Expertise in SLA management and reporting.
• Knowledge and understanding of customer contracts, general Terms and Conditions, and service obligations.
• Proven track record in building effective internal and external relationships.
• Experience designing, implementing, and managing ITIL-aligned processes in small or mid-sized organisations.
• Proficient stakeholder management and communication skills across technical and non-technical internal and customer audiences.
• Strong analytical skills and ability to manage and interpret service performance metrics.
• Experience with ITSM platforms (e.g., Freshservice, HaloIT, Freshworks, ServiceNow).
• Strong focus on continual service improvement and operational excellence.
• ITIL Service Management knowledge and certification.
• Experience of supporting SaaS platforms, cloud services, or managed services environments.
• Knowledge of GDPR and other data protection regulations.

Personal Attributes

• Highly customer-focused, with a professional and courteous service mindset.
• Proactive, resilient, and solutions-oriented approach to challenges.
• Detail-oriented with a strong commitment to process discipline and documentation.
• Strong relationship builder, able to create and maintain trust with colleagues and customers.
• Strong commercial awareness relating to contract and T&C compliance.
• Adaptable to a fast-paced environment with changing priorities.
• Collaborative, team-focused, and positive.
• Strong sense of ownership and accountability.