Your new role
A leading construction and infrastructure organisation is seeking an experienced Front Office Service Manager to lead the end‑to‑end delivery and continual improvement of IT services that support front‑office business operations. This role oversees critical end‑user services including service desk, field support, device provisioning, software licensing, telephony, and peripherals within a multi‑vendor, outsourced environment.
You will ensure these customer‑facing services deliver measurable business value, meet agreed performance targets, and offer a high‑quality user experience. You will maintain accurate service information in the IT Service Catalogue and ensure all front‑office services are delivered efficiently, cost‑effectively, and in line with ITIL and SIAM principles.
This role includes leadership responsibility for service desk, field support, and asset management teams. You will shape operational processes, drive service improvements, and optimise budget utilisation while ensuring adherence to IT policies, standards, and asset management best practices.
Strong stakeholder relationships are essential. You will work closely with business leaders to understand operational priorities and ensure IT services maximise productivity and align with business needs. Working alongside other Service Managers and Digital teams, you will champion consistent service delivery and drive continuous improvement across the wider IT function.
What you'll need to succeed
1. Proven experience managing end‑user workplace services (service desk, devices, telephony, printers, software licensing, etc.)
2. Experience managing services in multi‑vendor, managed service, or outsourced environments
3. Strong knowledge of IT asset management best practices
4. Excellent stakeholder management and relationship‑building skills
5. Hands‑on experience with ITIL and SIAM frameworks
6. Experience in incident, problem, and change management
7. Budget and cost allocation experience
8. Business‑focused, service‑driven mindset
9. Excellentmunication and presentation skills
10. Strong documentation and reporting capabilities
11. Self‑motivated and able to work independently and collaboratively
Desirable:
12. Experience leading teams in a matrix environment
13. Familiarity with front‑office business processes
Knowledge & Skills
14. IT service management (ITIL, SIAM) – Expert
15. Incident, problem, and change management –petent
16. Stakeholder engagement &munication – Aplished
17. Service portfolio and catalogue management –petent
18. Budget & financial management –petent
19. Vendor management –petent
20. Hardware & software asset management (full lifecycle) –petent
21. Process improvement &ernance –petent