IT Service Manager, Hybrid/Salisbury, £67K car allowance benefits 2-3 days per week on site. Must be eligible for SC (minimum 5 years UK residency) Full UK driving licence essential (The site is near to Salisbury, Wiltshire, South West, commutable from Devizes, Basingstoke, Andover, Bath, Amesbury, Swindon, Trowbridge, Chippenham, Marlborough) We are looking for an experienced IT Service Manager, to work for a leading provider of Facilities Management services, supporting critical operations. You will play a key role in shaping IT processes, driving service improvements, and ensuring seamless technology support for our business and customers. What You’ll Do: * Lead and manage the IT Service Desk team, ensuring high performance and customer satisfaction. * Own and improve ITIL-based IT Service Management processes across the lifecycle. * Maintain the Service Portfolio and Catalogue, ensuring accuracy and compliance. * Act as Change Manager, balancing efficiency with risk mitigation. * Coordinate Major Incident Reviews and implement corrective actions. * Monitor SLAs, customer feedback, and drive continuous improvement. * Support service transition for new or changed IT services. * Deliver ITSM training and guidance to staff and contractors. What You’ll Need * Strong knowledge of IT Service Management lifecycle and processes. * Proven experience implementing and improving ITSM practices. * ITIL certification (Foundation and Intermediate essential; Expert desirable). * Familiarity with ITSM tools (e.g., HaloITSM, Service Now) and telephony solutions (e.g., RingCentral). * Excellent communication, stakeholder management, and leadership skills. * Ability to manage change and work across all organisational levels. SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all