£60, 000 + bonus + employee ownership + extensive benefits
IT Service Manager – Drive Service Excellence in a Growing Energy Organisation
Location: Remote with regular travel to Cardiff (plus occasional Glasgow/other sites)
Industry: Energy / Utilities / Technology
Are you an experienced IT Service Management professional who thrives in a fast-paced, high-impact environment?
Do you enjoy leading ITIL processes, managing complex incidents, and driving continuous improvement across an organisation?
Our clientis growing – and we’re looking for aproactive, people-focused IT Service Managerto champion customer excellence and ensure IT service delivery meets (and exceeds) business expectations.
This is a key role within theirIT Operationsfunction, working closely with outsourced managed service providers, internal teams, and senior stakeholders to keep their technology landscape running smoothly.
What You’ll Be Doing
In this role, you’ll take ownership of major ITIL processes includingMajor Incident, Problem, Change, Release and Transition Management—ensuring seamless delivery of business-critical services.
You will:
* Lead and chairChange Advisory Boards (CABs)across business releases and technical changes
* Manage the smooth transition of new or modified services into live operations
* Own the business change process from hyper‑care to BAU
* Act as the communication lead duringmajor incidents
* Coordinate with third‑party MSPs, ensuring SLAs and problem reviews are met
* Analyse and communicate root causes of critical incidents
* Build and maintain a high‑valueknowledge baseto reduce recurring issues
* Ensure problem resolutions feed through correct Change Management processes
* Chair regular service reviews, building strong relationships with business stakeholders
* Identify service improvements and lead continuous improvement initiatives
* Produce clear, visually engaging monthly service reports
What You’ll Bring
You will be a confident, organised Service Management professional with a passion for excellence and at least7 years’ experiencein ITIL-driven environments.
Essential:
* ITIL v4 Foundation (minimum)
* Experience operating in dynamic, regulated environments
* Strong stakeholder management skills at all levels
* Background working with third-party managed service providers
* Experience managing IT Change
* Excellent communication, reporting and presentation skills
* Numerical competence and strong analytical thinking
* Ability to remain calm and decisive under pressure
Why Join Our Client?
You’ll be joining a forward-thinking organisation with a genuine commitment to innovation, service excellence, and employee development. You’ll have autonomy, trust, and the opportunity to shape how IT services operate within a rapidly evolving business.
Interested? Let’s Talk.
If you’re passionate about delivering high-quality IT services and want a role where you can truly make an impact, we’d love to hear from you.
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