Overview
: First Military Recruitment are currently seeking a Front Office Service Manager on behalf of one of our clients.
You will be responsible for the end-to-end delivery, performance, and continual improvement of IT services supporting front office functions. This includes service desk, field support, and asset management, alongside budget responsibility, team leadership, and adherence to IT policies and best practice.
Our client encourages applications from ex-military personnel; however, all candidates will be given due consideration.
Duties and Responsibilities:
1. Manage delivery of front office IT services including end-user support and incident management
2. Oversee hardware lifecycle: procurement, deployment, maintenance, and repair
3. Manage software licensing, compliance, and asset tracking
4. Support mobile devices, telephony, printing, and end-user equipment
5. Build strong relationships with stakeholders and align services to business needs
6. Manage full service lifecycle from design through to improvement and retirement
7. Maintain accurate records across service catalogue, CMDB, and asset repositories
8. Ensure smooth transition of new or changed services into operations
9. Drive automation and continuous improvement initiatives
10. Apply SIAM principles to manage internal teams and external suppliers
11. Monitor service performance against SLAs/KPIs and conduct service reviews
12. Manage service costs and budgets, ensuring value for money
13. Provide performance and financial reporting to stakeholders
14. Ensure effective incident resolution and root cause analysis
15. Lead service improvements to enhance performance and user experience
16. Collaborate with other Service Managers and IT teams for consistency
17. Support IT asset audits and ensure compliance with policies
18. Promote a customer-focused, service ownership culture
Skills and Qualifications:
19. Experience delivering end-user IT services (service desk, devices, software, etc.)
20. Experience in multi-vendor or outsourced environments
21. Knowledge of IT asset management best practices
22. Understanding of ITIL and SIAM frameworks
23. Experience in incident, problem, and change management
24. Strong stakeholder engagement and communication skills
25. Budget and vendor management experience
26. Service-driven, business-focused mindset
27. Strong organisational and documentation skills
28. Ability to work independently and within teams
Additional Requirements:
29. Security clearance may be required
30. Flexible working and travel as needed