Salary: £67,000 - 67,200 per year Requirements: Strong knowledge of IT Service Management lifecycle and processes Proven experience implementing and improving ITSM practices ITIL certification (Foundation and Intermediate essential; Expert desirable) Familiarity with ITSM tools (e.g., HaloITSM, Service Now) and telephony solutions (e.g., RingCentral) Excellent communication, stakeholder management, and leadership skills Ability to manage change and work across all organisational levels Full UK driving licence essential Eligibility for SC clearance (minimum 5 years UK residency) Responsibilities: Lead and manage the IT Service Desk team, ensuring high performance and customer satisfaction Own and improve ITIL-based IT Service Management processes across the lifecycle Maintain the Service Portfolio and Catalogue, ensuring accuracy and compliance Act as Change Manager, balancing efficiency with risk mitigation Coordinate Major Incident Reviews and implement corrective actions Monitor SLAs, customer feedback, and drive continuous improvement Support service transition for new or changed IT services Deliver ITSM training and guidance to staff and contractors Technologies: Support ITIL ITSM More: We are a leading provider of Facilities Management services, located near Salisbury, Wiltshire. We offer a competitive salary of £67K plus a car allowance and additional benefits. In this hybrid role, you will work 2-3 days per week on-site, supporting critical operations and technology needs for our business and customers. As a Disability Confident Employer, we promote diversity and are committed to equality and inclusion for all. last updated 4 week of 2026