First Orion UK Limited is a fast-growing, privately held company focused oneliminatingscamand nuisance calls across telecommunications networks. Headquartered in Little Rock, Arkansas (USA), First Orion is seekinga ITSMService Managerbased in the United Kingdom who will report to theAssociate Director, IT Service Management.
The ITSMService Manageris a full-time, permanent employee position and willberesponsible formaintainingand supporting IT Service Management (ITSM) solutions and processes. In this role, you will collaborate with service owners and stakeholders to evaluate andoptimizethe delivery of IT services managed by the ITSM team. You will remove roadblocks, solve problems, and drive the successful delivery of IT services in a fast-paced environment. You will also coordinate changes to IT services tominimizedisruption and ensure smooth operations.
This isaindividual contributor role with no direct people management responsibilities.
What You'll Do:
1. Oversee the effective functioning of core ITSM processes for a portfolio of IT services.
2. Ensureall IT staff are aligned to support IT services efficiently andin accordance withSLAs.
3. Serve as a keyserviceSME in support of incident escalations.
4. Produce Root Cause Analysis (RCA) documentation for significant problems.
5. Design and implement the monitoring and event management strategy for supported services.
6. Maintainaccurateinformation about IT services in the CMDB (Configuration Management Database).
7. Overseechange-managementactivities for infrastructure, applications, and services.
8. Author knowledge base articles related to supported IT services.
9. Facilitate the remediation of security vulnerabilities.
10. Identifyopportunities for service improvement and evaluate IT performance againstbest-practiceKPIs.
Whatyou’llneed:
11. Working knowledge ofhighly availableenterprise IT systems, as well as ITSM/SMO and ITIL processes.
12. Expertisewith network and application monitoring tools such asNew Relic, Zabbix, AWS CloudWatch, or similar.
13. Understanding of ITSM ticketing systems (ServiceNow, Jira).
14. Strong written and verbal communication skills with the ability to clearly document and explain business processes.
15. Familiarity with Amazon Web Services (AWS).
16. Ability to analyze and support complex client/server applications.
Bonus points:
17. AWS Cloud Practitioner or other advanced AWS certifications.
18. ISO audit/compliance experience.
19. ITIL certification.
20. Technical knowledge of common AI tools, such as Microsoft Copilot.
21. Experience supporting carrier-grade networks.
Our work environment is energetic, focused, fun, and collaborative. We’ve created a special culture where trust and transparency are the key and employees are empowered to make their own decisions. Our people are passionate about what we do and have an indomitable spirit to get things done. Everyone is a part of the big picture here.
This role primarily follows UK business hours. Due to First Orion’s global operations, occasional early starts (as early as 6:00 AM UK time) are required to support overnight maintenance windows and service escalations aligned with US Central Time. There is no formal on-call rotation. Business-hours escalations are supported through a shared resource model. Working hours will comply with UK Working Time Regulations.
Applicants must have the legal right to work in the United Kingdom. Visa sponsorship is not available for this role. Personal data will be processed by First Orion UK Limited as data controller for recruitment purposes, in accordance with our privacy notice.
The role is based in the United Kingdom. Salary will be £53,300-£69,400 depending upon experience. Benefits are provided in accordance with UK employment standards and include: Access to healthcare through the UK National Health Service (NHS). Open PTO and public (bank) holidays in line with UK statutory requirements. Workplace pension with employer contribution.
First Orion is an equal opportunity employer and is committed to creating an inclusive environment for all employees. All qualified applicants will be considered without regard to race, religion, gender, sexual orientation, age, disability, or any other protected characteristic.
By applying for this role, you acknowledge that your personal data will be processed in accordance with First Orion’s privacy policy.