IT Service Manager – Permanent – St Neots – Hybrid (4 onsite / 1 remote)
£43,000 - £50,000
* 25 days annual leave inclusive of up to 3 days Christmas shutdown
* Buy or sell up to 5 days’ annual leave
* Annual Wellbeing allowance
* Two pension schemes to choose from
* Private Medical Insurance + discounts for additional family members
* Life Assurance scheme up to 4 x salary
* Share Save scheme
* Electric/Hybrid Car leasing scheme
* Cycle to work scheme
* Retail discounts
* Career development support
At MASS, service excellence is central to our mission. We deliver dependable, high‑quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach.
We’re seeking a driven Service Management professional with a strong record of delivering exceptional service outcomes. Reporting to the Head of Delivery, you’ll oversee daily service operations, maintain service health, and ensure effective support across a key service area.
You’ll enhance our delivery model, build strong client relationships, improve processes, and champion continuous improvement, ensuring our services remain robust, efficient, scalable, and aligned with evolving customer needs.
You will make sure
* Daily service performance meets SLAs, KPIs, and availability targets.
* Incidents, problems, and changes are effectively coordinated and resolved.
* System performance is continuously monitored, with risks and trends identified early.
* Clear and timely service reports and dashboards are produced.
* Continuous improvement opportunities are identified and delivered.
* Service changes and enhancements are validated and transitioned smoothly.
* Services comply with governance frameworks, operational standards, and external requirements.
* Service insights, risks, and recommendations support wider planning and governance.
The invaluable experience you’ll bring, to help us achieve more.
Essential
* Ability to manage complex operational environments
* Experience in IT service management or similar operational roles
* Familiarity with ITIL or structured service management practices
* Experience managing high availability or business critical services
* Understanding of ISO9001, ISO27001, and ISO20000 standards
* Willing to obtain Security Clearance (SC) (Minimum) and Developed Vetting (DV).
Desirable
* Experience working within Defence or Government
Wellbeing is at the core to our culture, allowing employees to flourish and to achieve their full potential. Our people are important to us, and we take pride in our wellbeing programmes and policies that support individuals including, mental health first aiders and readily available support through our extensive employee assistance programme.
Our Non-negotiables:
Due to the highly secure nature of the projects that you will be involved with, you must be:
* A Sole UK National and eligible to work in the UK
* Eligible to obtain and maintain a UK Government SC-level security clearance
Apply today to see how working for MASS could work for you