Senior IT Service Manager – Hybrid, ISO-Driven Excellence

Trusted Technology Ltd; United States; Hybrid; USD 100,000 - 160,000; Full time

Benefits offered by this job

Profit Share

Paid Leave

Birthday Leave

Pension Scheme

Medical Insurance

Free Parking

Hybrid Working

Progression Opportunities

Office Snacks

Job summary

Trusted Technology Partnership is seeking a Senior Service Manager to lead a team of Service Managers and Technicians, ensuring high quality IT support services and continuous improvement across operations. You will own the end-to-end customer experience, aligning people, processes, and technology while driving service excellence.

You will oversee RisK mitigation, KPI reporting, service transitions, and ISO best practices.

Qualifications

• Experience in Service Delivery or IT Service Management (three years preferred).
• Proven people management experience with a track record in incidents and major incidents.
• Solid understanding of IT support environments and ITIL best practice.

Responsibilities

• Identify and mitigate risks impacting services, performance or compliance.
• Produce and interpret KPI reports to assess operational performance and improvement opportunities.
• Act as representative for the support department during transitions, change initiatives and delivery projects.
• Champion ISO management systems within the support team and embed best practices.

Skills

ITIL knowledge

People management

Stakeholder management

Incident & major incident mgmt

KPI reporting

Communication skills

Change management

Analytical skills

Job description

Trusted Technology Partnership is seeking a Senior Service Manager to lead a team of Service Managers and Technicians, ensuring high quality IT support services and continuous improvement across operations. You will own the end-to-end customer experience, aligning people, processes, and technology while driving service excellence.

You will oversee RisK mitigation, KPI reporting, service transitions, and ISO best practices.