IT Service Manager

The Role

This is an opportunity for you to join us as a Service Manager, becoming part of an established service management team responsible for the day-to-day operation of our business-as-usual support services.

This role includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and smoothly.

As a Service Manager, you will be helping maintain our key performance indicators, service levels, and promote excellent customer service. You will produce and analyse customer reports, ensuring data is clear and serve as an escalation point for internal and external stakeholders.

You will be analysing service metrics contributing to the problem management process, identifying trends, anomalies, and opportunities for service improvement. Additionally, managing high severity and major incident tickets, ensuring continued alignment with existing processes.
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