MS668 - Front Office Service Manager
Location: Watford
Salary: £70,000 - £80,000 + package
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:
Manage delivery of front office IT services including end-user support and incident management
Oversee hardware lifecycle: procurement, deployment, maintenance, and repair
Manage software licensing, compliance, and asset tracking
Support mobile devices, telephony, printing, and end-user equipment
Build strong relationships with stakeholders and align services to business needs
Manage full service lifecycle from design through to improvement and retirement
Maintain accurate records across service catalogue, CMDB, and asset repositories
Ensure smooth transition of new or changed services into operations
Drive automation and continuous improvement initiatives
Apply SIAM principles to manage internal teams and external suppliers
Monitor service performance against SLAs/KPIs and conduct service reviews
Manage service costs and budgets, ensuring value for money
Provide performance and financial reporting to stakeholders
Ensure effective incident resolution and root cause analysis
Lead service improvements to enhance performance and user experience
Collaborate with other Service Managers and IT teams for consistency
Support IT asset audits and ensure compliance with policies
Promote a customer-focused, service ownership culture
Skills and Qualifications:
Experience delivering end-user IT services (service desk, devices, software, etc.)
Experience in multi-vendor or outsourced environments
Knowledge of IT asset management best practices
Understanding of ITIL and SIAM frameworks
Experience in incident, problem, and change management
Strong stakeholder engagement and communication skills
Budget and vendor management experience
Service-driven, business-focused mindset
Strong organisational and documentation skills
Ability to work independently and within teams
Additional Requirements:
Security clearance may be required
Flexible working and travel as needed