IT Service Manager (progression to Director)
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Goaco is an award-winning global consultancy specialising in delivering secure, user-focused, and innovative digital solutions to public and private sector organisations since 2010. Headquartered in the UK with offices in the UAE and Saudi Arabia, Goaco is trusted for its expertise in digital transformation, cyber security, data and AI, software development, cloud, and managed services. The company partners with clients to implement scalable and secure solutions that address real-world needs, focusing on purposeful innovation. With a diverse team of over 100 experts and a wider network of 16,000+ professionals, Goaco is dedicated to creating lasting, positive impact through technology.
Role Description
As a Service Manager at Goaco, you will be responsible for the end-to-end management of service delivery, ensuring operational excellence, client satisfaction and continuous service improvement. You will oversee New Business, Operations, IT Support, Change Management, and Service Desk functions while ensuring smooth collaboration between 1st, 2nd, and 3rd Line Support teams. Additionally, you will be responsible for managing multiple client accounts across the UK and MENA regions, covering a diverse range of services including Managed IT Services, Live Services (e.g., GDS services), AI Technology, and Website Management.
*** This role has a potential for the right candidate to progress to "Managed Services Director" ***
Key Responsibilities
Operations & Service Management
* Oversee day-to-day service delivery, ensuring high availability, reliability, and efficiency.
* Implement best practices in ITIL, ensuring adherence to service management frameworks.
* Develop and maintain standard operating procedures (SOPs) for IT support and service desk functions.
* Monitor and improve service levels by driving operational excellence and efficiency.
* Handle additional client requests, liaising with Client Partners for upselling opportunities and ensuring service enhancements align with client needs.
* Possess strong commercial skills to manage the managed service cost-centre for each client account, ensuring financial sustainability and cost-effective service delivery.
Service Desk
* Lead the 1st, 2nd, and 3rd Line Support teams, ensuring timely resolution of incidents and requests.
* Manage escalations effectively and proactively resolve issues before they impact business operations.
* Maintain ITSM tools and ensure accurate tracking of tickets, incidents, and service requests.
* Conduct root cause analysis for recurring issues and implement preventative measures.
Change Management
* Own and implement the Change Management process, ensuring controlled and documented changes.
* Ensure all IT and infrastructure changes follow ITIL best practices and minimise business risk.
* Work with internal teams and clients to communicate planned changes and assess impacts.
Management and Leadership
* Lead, mentor, and develop service desk and IT support teams, ensuring ongoing training and professional development.
* Foster a culture of accountability, continuous improvement, and customer focus within the team.
* Manage relationships with third-party vendors and service providers to ensure high-quality support.
* Provide regular reports and insights on service performance, trends, and areas for improvement to senior leadership.
New Business and Account Management
* Collaborate with the sales & bid team to develop service offerings and contribute to proposals.
* Engage with new and existing clients to understand service needs and opportunities for improvement.
* Support pre‑sales activities, including responding to RFPs and tenders related to managed services.
* Track and report on SLAs and KPIs to ensure customer satisfaction and retention.
* Manage multiple client accounts across the UK and MENA regions, ensuring seamless service delivery for Managed IT Services, Live Services, AI Technology, and Website Management.
Skills & Experience Required
* Proven experience in Service Management, IT Support, or IT Operations within a technology-driven environment.
* Strong knowledge of ITIL frameworks and service management best practices.
* Hands‑on experience in managing 1st, 2nd, and 3rd Line Support teams in an enterprise setting (across regions).
* Demonstrated ability to lead and manage IT service desks and support teams.
* Experience in Change Management, Incident Management, and Problem Management.
* Strong commercial awareness with experience in supporting sales and account management activities.
* Excellent communication, stakeholder management, and problem‑solving skills.
* Experience managing multiple client accounts across the UK and MENA regions, delivering services such as Managed IT Services, Live Services, AI Technology, and Website Management.
* Experience working in cloud environments, such as AWS or Azure.
* Experience working in IT environments (e.g. End User support).
* Familiarity with DevOps practices, automation, and CI/CD workflows.
* Knowledge of cybersecurity best practices in service management.
* Experience using ITSM tools such as ConnectWise, ServiceNow, Jira Service Management or Service Desk Plus.
* ITIL Foundation certification (or higher) is advantageous.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
IT Services and IT Consulting
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