IT Service & Infrastructure Support Manager (Global Role) On-site role - £50,000–£60,000 comprehensive benefits package including bonus Are you a hands-on technical leader with a passion for service excellence and operational precision? Do you thrive in fast-paced, globally distributed environments, and bring flexibility, resilience, and a strong customer-centric mindset to everything you do? We have an excellent opportunity for an experienced IT Service & Infrastructure Support Manager to join a dynamic and ambitious IT team. This is a high-impact, globally scoped role where no two days are the same. You'll be leading service delivery across continents, time zones, and technologies — ensuring systems and services run like clockwork while driving innovation and operational excellence at scale. What You’ll Be Doing: Leading the day-to-day global IT service desk across multiple shift patterns, ensuring smooth operations and first-class service for end users worldwide. Managing and coaching a distributed, entry-level IT team — many new to the industry — providing hands-on training in both technical and customer service excellence. Acting as a technical anchor while setting strategy — staying close to the tools and technologies that drive our infrastructure (including M365, Azure, Active Directory, Teams, and SharePoint). Troubleshooting and supporting issues across desktop environments, including login issues, internet connectivity, and multi-factor authentication. Driving ITIL best practices — not just in theory, but by building out and leading service management processes; experience with ServiceNow (or similar tools) and ITSM consolidation is a significant bonus. Delivering timely and meaningful service reporting — including voice of the customer, process performance, ticket resolution times, and operational metrics. Maintaining face time and support coverage across shift patterns and time zones to ensure your team is engaged, supported, and aligned. Leading infrastructure and IT service projects — defining scope, building delivery plans, and collaborating across departments to leverage shared resources and drive outcomes. Partnering with business leaders to align IT service delivery with strategic goals. Collaborating with InfoSec and compliance teams to manage risk and ensure regulatory alignment. Building strong vendor relationships to ensure high-quality service delivery. What You’ll Bring: A strong background in IT operations with at least 3 years in a leadership role within a global, multi-site environment. Hands-on experience with infrastructure support, particularly M365, Teams, SharePoint, networking, virtualization, storage, and desktop troubleshooting. Demonstrated ability to coach and develop junior team members, with a focus on continuous improvement in both technology and service delivery. Proven success in leading and implementing ITIL processes and driving adoption of service management tools. Strong project management capabilities — able to define, plan, and deliver projects while influencing and coordinating across teams. Excellent communication and stakeholder management skills at all levels of the business. Analytical mindset with a focus on data-driven service improvement. ITIL v4 Foundation or Managing Professional required; PMP/Prince2 and vendor-specific certifications are advantageous. Flexible, proactive, and comfortable working in a fast-moving, always-on global environment. Why This Role? This is not just another IT management role. It’s a strategic leadership opportunity with real scope to shape the future of global IT operations. You'll join a forward-thinking organisation that values agility, empowerment, and technical excellence. If you’re ready to lead from the front, roll up your sleeves, and drive impact across borders, this is the role for you.