Why choose us? Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050. What's in it for you? 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell) Hybrid working options. Automatic enrolment onto our Employee Participation Scheme. Enhanced Maternity leave. Paternity and Adoption leave. 24/7 free and confidential employee assistance service. Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP. Life Insurance (4 x annual salary) Pension matching scheme (up to 5% of salary) Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support. What's the role? The IT Service Manager role, within the IT Operations function, is responsible for ensuring seamless service delivery across key ITIL processes, to achieve service availability that consistently meets or exceeds business requirements. Working collaboratively with outsourced IT managed service providers and internal stakeholders, the IT Service Manager will be responsible for Major Incident, Problem, Change and Release and Transition Management processes which underpin the effective management of day-to-day IT service. As a customer excellence champion, the IT Service Manager will engage with the business to understand IT service needs and expectations. By proactively reviewing processes and using business feedback received, the IT service manager will identify opportunities to drive forward service improvement initiatives. Reporting to the Head of IT Operations, the IT Service Manager can predominantly work remotely, but will require regular travel to the Cardiff office for team meetings. Occasional travel may also be required to Glasgow or other office locations. Key Responsibilities: Chair regular Change Advisory Boards (CABs) focussed around business releases and technical CAB, facilitating discussions to assess the suitability of changes to be released into production. Manage the transition of new or modified services into live operations, validating readiness criteria. Define and own the business change process focussed on facilitating releases to production services, both in hyper-care and BAU. Manage communications to internal stakeholders during major incidents, providing progress updates and reporting as required. Manage third-party involvement with Problem Management ensuring they provide the required information within SLA and attend regular problem review sessions. Work with technical teams and external suppliers to diagnose and communicate the root cause of critical incidents that affect business services. Collect and maintain information about problems and resolutions, creating a knowledge base that enables the reduction of the number and impact of incidents over time. Ensure problem resolutions are implemented through appropriate procedures of Change Management, or collaboration with other IT colleagues and external suppliers. Maintain strong relationships with business stakeholders, chairing regular service reviews to align IT service expectations with business requirements. Identify opportunities to enhance IT service processes. Implement continuous improvement initiatives that drive efficiency and service quality. Create monthly update reports. To be considered for this role, we would love you to have/be: Bachelors or masters degree in technical or business discipline or equivalent experience. ITIL v4 qualification - At least foundation. Other service management and IT Operating framework qualification (e.g. COBIT, SIAM). Fluent in English. An experienced Service Management professional with at least 7 years of relevant experience, ideally in a dynamic, demanding and regulated environment. Demonstrable experience of internal and external stakeholder engagement. Experience of working with managed service providers. Experience of managing IT change. Excellent interpersonal and customer service skills with a passion for service excellence and a track record of continuous service improvement. Excellent written, verbal communication and presentation skills, including the production of quality, visually appealing reports as required. The ability to consider options and drive recommendations in high pressure situations with assurance. Strong numerical knowledge. LIHybrid