Job Description
Role Purpose
The IT Service Manager is responsible for the effective delivery and continuous improvement of IT support services, including the Service Desk, 1st Line, and 2nd Line support. This role ensures that service levels meet or exceed agreed SLAs and KPIs, while also playing a key role in onboarding and integrating IT services for newly acquired entities.
Key Responsibilities
Service Delivery & Operations
* Work with support team leads to manage the performance of IT operations and the performance of the Service Desk, 1st Line, and 2nd Line support teams.
* Ensure timely and effective resolution of incidents and service requests.
* Monitor and report on SLA and KPI performance, identifying trends and areas for improvement.
* Drive a culture of customer service excellence and continuous improvement.
* Manage escalations, issues, problems, and requirements.
* Identify and progress Continual Service Improvement initiatives.
Reporting & Metrics
* Produce regular reports on service performance, including SLA compliance, ticket volumes, resolution times, and customer satisfaction.
* Present insights and recommendations to senior IT leadership to inform strategic decisions.
Service Integration for Acquisitions
* Act as the primary IT service lead for onboarding new acquisitions into the IT support model.
* Assess existing IT service capabilities of acquired entities and develop integration plans.
* Coordinate with project teams to ensure smooth transition and minimal disruption to users.
Process & Governance
* Maintain and improve ITIL-aligned service management processes (e.g., Incident, Request, Problem, and Change Management).
* Ensure documentation, knowledge base articles, and support procedures are up to date and accessible.
Key Relationships
* Internal: CTO, Head of IT, infrastructure support teams, application support teams, Pillar/Business Units.
* External: Vendors, Managed Service Providers, acquisition stakeholders.
Qualifications
Skills & Experience
Essential:
* Previous experience in IT service management or support leadership roles.
* Strong understanding of ITIL principles and service management frameworks.
* Experience managing SLAs, KPIs, and service reporting.
* Excellent communication, stakeholder engagement, and team leadership skills.
* Experience supporting a large user base (e.g., 1000+ users).
Desirable:
* Experience with service integration during mergers or acquisitions.
* Familiarity with ITSM tooling including HaloITSM.
* ITIL Foundation certification (or higher).
Additional Information
Benefits:
* Health Cash Plan
* Life Assurance
* Pension Scheme
* Holidays – 26 days annual leave + 8 bank holidays, with the option to buy more.
* Offering hybrid working with 4 days in the office and 1 day at home
* Discounts & Perks – savings on tech, retail, gym memberships, bike purchases, RAC cover, and more.
* Employee Assistance Programme – 24/7 confidential support for health, legal, and financial matters.
Join us at United Infrastructure today and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.
Please note that United Living has rebranded to United Infrastructure. Our LinkedIn landing page will still display as "United Living," but when you click “Apply,” it will redirect to "United Infrastructure.