IT Shared Services Manager
About the Role
We are seeking an experienced and strategically minded IT Shared Services Manager to lead the delivery, performance, and continuous improvement of shared IT operations. This senior role oversees IT support teams, ensures service excellence aligned with ITIL best practice, and manages a portfolio of suppliers and contracts to achieve high-quality, cost-effective outcomes.
Key Responsibilities
1. Provide strategic leadership for shared IT services across the organisation, ensuring reliable, secure, and customer-focused service delivery.
2. Manage and develop IT support teams, fostering a culture of collaboration, accountability, and continual service improvement.
3. Oversee the full lifecycle of ITIL-aligned processes, including Incident, Problem, Change, and Service Level Management.
4. Lead and manage an annual IT operational budget exceeding £1 million, ensuring effective forecasting, cost control, and value for money.
5. Manage relationships with third-party suppliers, ensuring compliance with contractual agreements, service quality, and performance KPIs.
6. Drive innovation and operational efficiencies through technology, automation, and process optimisation.
7. Ensure policies, standards, and security requirements are met, working closely with senior stakeholders across the organisation.
Required Skills and Experience
8. Proven experience leading IT shared services.
9. A strong background in ITIL frameworks and service management methodologies.
10. Demonstrable expertise in managing budgets of £1m+.
11. Experience managing and developing IT teams and leading multi-vendor supplier environments.
12. Excellent communication skills, with the ability to influence at all levels and drive organisational change.
13. A proactive, customer-focused approach with a commitment to service excellence.