Hybrid / Remote (2 days a week in Halifax)
We’ve partnered with one of the most recognisable brands in Manchester, and we’re looking for a highly capable and proactive IT Service Manager to strengthen operational maturity across the Technology function on their behalf. This role focuses on service ownership and operational excellence, ensuring incidents are handled decisively, service performance is improving, and core operational standards remain consistently high.
You’ll also bring strong cyber incident management capability and the confidence to lead technical responses, drive mitigations, and guide remediation activities clearly and effectively. You’ll help ensure our services remain audit-ready and compliant, supported by robust processes, disciplined governance, and high-quality documentation.
Responsibilities
As Service Manager, you will own key service management functions end-to-end, including:
* Own the technical incident lifecycle (P1/P2) from detection to resolution
* Lead incident response command, decision-making, and mitigation strategies
* Own the OOH rota, escalation process, and P1/P2 response targets
* Coordinate with engineering teams on preventative maintenance and capacity planning
* Act as the owner of Cyber Security on behalf of the Technology department
* Drive remediation of vulnerabilities/issues from penetration tests and security risks raised by the business
* Own service desk triage processes, ceremonies, communications, and prioritisation
* Partner with product owners and engineering leads to align on SLOs/SLA expectations
* Work closely with the Revenue Protection Manager, DPO, and engineering managers to align processes to compliance frameworks and controls
* Ensure adherence to company policies in line with: ISO 27001:2022, BS 10012:2017, ISO 50001:2018, ISO 22301:2019
Ideal Experience
* 5+ years in IT Service Management / SRE / SecOps / Incident Management
* Strong command of ITIL across incident, problem, change, and service level management
* Proven experience organising OOH/on-call processes and independently leading major incidents
* Hands-on experience with vulnerability management and remediation
* Good understanding of modern digital architectures, with strong technical grounding in cybersecurity methods and solutions
* Familiarity with security frameworks (e.g., ISO 27001, SOC 2) and working with audits
* Proficient with ITSM platforms (e.g., Jira Service Management, ServiceNow)
* Comfortable with dashboards and collaboration tooling (e.g., Power BI, Jira, Confluence, Notion)
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