About the role:
We’re looking for a proactive and experienced IT Service Manager to join our team and play a crucial role in delivering high-quality IT services across the organisation. In this role, you’ll ensure that services consistently meet agreed Service Level Agreements (SLAs), maintaining operational excellence and reliability. You’ll also support change projects by leading service transition activities, ensuring new services are seamlessly integrated into operations, and provide essential support for incident management, driving prompt resolutions for key services. This is a fantastic opportunity to make a significant impact on the performance and delivery of IT services in a dynamic environment. In this role, you will own and manage the IT service relationship with internal customers, acting as the primary point of contact for all service-related issues and concerns. Your focus will be on building strong relationships and ensuring a high level of customer satisfaction through effective communication and responsive service delivery.
You’ll manage key relationships with IT suppliers, overseeing their performance to ensure they deliver value for money while supporting the Society’s best interests. You’ll identify opportunities for continuous improvement, driving initiatives to enhance service efficiency and overall delivery. Additionally, you’ll play a key role in supporting change projects, managing service transition activities to ensure new or updated services are seamlessly integrated into operations.
In this role, you’ll also be responsible for developing and maintaining service transition plans to minimise disruption to existing services. You’ll support incident management processes, working closely with the team to ensure prompt resolutions to incidents affecting key services, while identifying root causes and implementing corrective actions to prevent future occurrences. For a full list of responsibilities you can refer to the full job description, which is available as a download at the top of this page. INDHP
About You
To be considered for this role, you'll need to show us:
1. Degree or equivalent qualification or equivalent experience in Information Technology, Computer Science or a related field.
2. Proven experience as an IT Service Manager or in a similar role.
3. Strong understanding of ITIL (Information Technology Infrastructure Library) principles and practices.
4. ITIL certification would be desirable.
5. Experience in managing service transition activities.
6. Familiarity with project management principles and practices would be desirable.
7. Familiarity with incident management processes and tools.
You’ll bring excellent customer service and relationship management skills, with the ability to build strong connections with internal stakeholders and external partners. Your experience in managing vendor relationships and overseeing contract management, including negotiation, ensures you can secure value and maintain high-quality service delivery.
With strong analytical and problem-solving skills, you’ll have a keen eye for identifying opportunities to drive continuous improvement and implement initiatives that enhance efficiency and performance. Your excellent communication and interpersonal skills enable you to collaborate effectively with diverse teams, negotiate with suppliers, and engage with stakeholders at all levels.
Benefits:
In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including:
8. 30 days annual leave (including bank holidays) (pro-rata)
9. Pension scheme (with up to 12% employer contributions)
10. Generous colleague discount rates across our family of businesses
11. Annual discretionary colleague bonuses to reward you for your hard work