Agile IT Service Manager
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About the role
We need someone who doesn’t just “do process” but owns it. Someone who can take IT service management from “tick-box” to “value-add.” If you’re the type who enjoys telling people what ITIL says without actually making it work in real life, this isn’t for you.
Details: Leeds (Hybrid) - £60,000 - £65,000 + benefits - Global ServiceNow environment.
This is about making things better, faster, smarter, and more customer-focused. You’ll be the person who spots patterns others miss, turns chaos into clarity, and makes sure our ITSM Office isn’t just a name on an org chart but a driver of real change.
What you’ll actually do:
* Own service management processes like they’re your personal brand.
* Run analytics that tell a story, not just fill a dashboard.
* Implement continuous improvement that people notice (and thank you for).
* Be the calm in the storm as Major Incident Manager (on a rota, not 24/7 hero mode).
* Educate teams so they understand why process isn’t a four letter word.
* Explore ServiceNow modules like a curious tech detective.
* Help us nail audits and accreditations without breaking a sweat.
* Stay plugged into industry trends so we’re ahead, not playing catch-up.
What we’re looking for:
* ITIL Certifications with the adapt and adopt mentality (this is far from traditional).
* Agile Service Management experience.
* Customer focus that’s more than a buzzword.
* Experience to own and drive process improvement and modernisation
* Proactive enough to manage your own workload without hand-holding.
Sound like you? Please do get in touch.