MS667 – Back Office Service Manager Location: Watford Salary: £70,000 – £80,000 package Overview: First Military Recruitment are currently seeking a Back Office Service Manager on behalf of one of our clients. This role is responsible for the end-to-end management, delivery, and continual improvement of IT services supporting back office business functions. You will oversee infrastructure, hosting, networks, and core enterprise technologies within a predominantly outsourced, multi-vendor environment. You will ensure these services deliver measurable business value, enabling stability, performance, and scalability across the organisation. While not always visible to end users, these services are critical to overall IT operations. Our client encourages applications from ex-military personnel; however, all candidates will be given due consideration. Duties and Responsibilities: Manage delivery of back office IT services including user access, permissions, and data security Oversee lifecycle management and support of enterprise applications (including Microsoft 365 and other COTS platforms) Manage infrastructure including servers, networks, storage, databases, and Active Directory Oversee on-prem, private, and public cloud environments, ensuring resilience, scalability, and security Align with cyber security teams to ensure compliance and implementation of controls Manage site infrastructure lifecycle (planning, setup, change, decommissioning, archiving) Maintain accurate service catalogue and CMDB records Align services with business goals, demonstrating value through performance, cost, and risk improvements Conduct service and value reviews with stakeholders, driving continuous improvement Benchmark services and costs against market standards Apply SIAM principles to manage internal teams, global IT, and external suppliers Lead service reviews, providing performance insights and improvement plans Implement ITIL best practices across incident, problem, and change management Ensure compliance with IT policies, cybersecurity standards, and regulations Manage risk, ensuring audit readiness and operational resilience Oversee transition of new or changed services with minimal disruption Collaborate with Service Managers, Product, Architecture, and Vendor teams Promote accountability, ownership, and a strong service culture Skills and Qualifications: Proven experience managing IT infrastructure services (servers, networks, storage, hosting, databases, Active Directory) Experience working within multi-vendor, outsourced environments Strong experience supporting enterprise applications (e.g. Microsoft 365) Knowledge of ITIL and SIAM frameworks Experience in incident, problem, and change management Strong stakeholder management and communication skills Experience managing budgets and cost control Service-focused, business-driven mindset Understanding of back office systems and processes Strong documentation and reporting skills Self-motivated, organised, and able to work independently or within teams Experience in vendor and service management Technical understanding of infrastructure and hosting environments Business analysis and process improvement experience Additional Requirements: Security clearance may be required Willingness to work flexibly, including outside standard hours if needed Willingness to travel to other sites, suppliers, or vendors