Strategic IT Service Manager: Service Desk & Operations

Axians; Coventry; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Pension

Medical insurance

Company shares scheme

Job summary

Axians UK is seeking an IT Service Manager to oversee end-to-end IT service performance, governance and continual improvement across a portfolio of services, including the Service Desk. The role interfaces with the Head of IT to translate business priorities into measurable outcomes, ensuring resilience, security and commercial sustainability.

You will lead a team of Service Desk Agents and Service Analysts, drive KPIs, SLAs and customer satisfaction, and advance automation across service

Qualifications

• Extensive experience managing a portfolio of IT services in a complex environment.
• Proven ability to translate business priorities into measurable service outcomes.
• ITIL-aligned governance across incident, change, problem and service level management.

Responsibilities

• Own the Service Desk platform and front door for incidents and requests.
• Lead and develop the Service Desk team and set clear objectives.
• Manage end-to-end service performance, risk, and customer experience.
• Produce dashboards and reports on incident volumes, SLA performance and satisfaction.
• Champion automation and AI to improve service quality and speed.
• Provide leadership during major incidents and escalations.
• Ensure problem management and post-incident governance is robust.
• Own service change governance and ensure readiness before go-live.
• Set standards for new/changed services including security and monitoring.
• Maintain a continual improvement portfolio delivering measurable gains.
• Oversee supplier performance and commercial outcomes.
• Manage budgets, forecasts and cost drivers for services.
• Maintain service risk and controls including cyber security and DR.

Skills

ITSM leadership

ITIL certified

Service Desk

Governance

KPI & SLA

Automation/AI

Supplier governance

Stakeholder comms

Job description

Axians UK is seeking an IT Service Manager to oversee end-to-end IT service performance, governance and continual improvement across a portfolio of services, including the Service Desk. The role interfaces with the Head of IT to translate business priorities into measurable outcomes, ensuring resilience, security and commercial sustainability.

You will lead a team of Service Desk Agents and Service Analysts, drive KPIs, SLAs and customer satisfaction, and advance automation across service