IT Service Manager
Drive Service Excellence in a Growing Energy Organisation
Location: Remote with regular travel to Cardiff (plus occasional Glasgow / other sites)
Industry: Energy / Utilities / Technology
Are you an experienced IT Service Management professional who thrives in a fast-paced, high-impact environment?
Do you enjoy leading ITIL processes, managing complex incidents, and driving continuous improvement across an organisation?
Our client is growing
and were looking for a proactive, people-focused IT Service Manager to champion customer excellence and ensure IT service delivery meets (and exceeds) business expectations.
This is a key role within their IT Operations function, working closely with outsourced managed service providers, internal teams, and senior stakeholders to keep their technology landscape running smoothly.
What Youll Be Doing
* Lead and chair Change Advisory Boards (CABs) across business releases and technical changes
* Manage the smooth transition of new or modified services into live operations
* Own the business change process from hyper‑care to BAU
* Act as the communication lead during major incidents
* Coordinate with third‑party MSPs, ensuring SLAs and problem reviews are met
* Analyse and communicate root causes of critical incidents
* Build and maintain a high‑value knowledge base to reduce recurring issues
* Ensure problem resolutions feed through correct Change Management processes
* Chair regular service reviews, building strong relationships with business stakeholders
* Identify service improvements and lead continuous improvement initiatives
* Produce clear, visually engaging monthly service reports
What Youll Bring
* You will be a confident, organised Service Management professional with a passion for excellence and at least 7 years experience in ITIL-driven environments.
* ITIL v4 Foundation (minimum)
* Experience operating in dynamic, regulated environments
* Strong stakeholder management skills at all levels
* Background working with third‑party managed service providers
* Experience managing IT Change
* Excellent communication, reporting and presentation skills
* Numerical competence and strong analytical thinking
* Ability to remain calm and decisive under pressure
Why Join Our Client?
Youll be joining a forward-thinking organisation with a genuine commitment to innovation, service excellence, and employee development. Youll have autonomy, trust, and the opportunity to shape how IT services operate within a rapidly evolving business.
Interested? Lets Talk.
If youre passionate about delivering high-quality IT services and want a role where you can truly make an impact, wed love to hear from you.
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