We are looking for an experienced Technology Service Manager to play a key role in ensuring the delivery of high‑quality, reliable, and cost‑effective technology services across our organisation.
Sitting within the Technology Team and working closely with our managed service providers (MSPs), you will act as the bridge between our business and our suppliers — owning service performance, managing key relationships, and driving continuous service improvement.
In this role, you will oversee service governance, incident and problem management, supplier performance, and the overall end‑user experience. You’ll ensure that our technology services support operational needs, align with business priorities, and continuously evolve to meet the organisation’s growth and quality standards.
This is an excellent opportunity for someone who thrives in a service‑focused, stakeholder‑rich environment and is passionate about delivering exceptional customer and user experiences.
Please note that we will be interviewing throughout the duration of this advert. Therefore if you are interested in this role an early application is advised as we may close the advert prior to the advertised date.
Responsibilities of the Role
As our Technology Service Manager, you will be responsible for:
Service Management
* Owning the end‑to‑end delivery of technology services provided by our MSPs
* Monitoring service performance and ensuring SLAs, KPIs, and contractual obligations are consistently achieved
* Analysing service reports, identifying trends, and driving corrective actions
* Ensuring services align with business needs, operational requirements, and future growth
* Acting as the primary point of contact for MSPs
* Leading service review meetings to ensure accountability, transparency, and continuous improvement
* Managing escalations and ensuring timely issue resolution
* Supporting contract renewals and commercial discussions with senior leadership
Governance & Continuous Improvement
* Maintaining service documentation, service catalogues, and operational processes
* Identifying opportunities to enhance service quality, efficiency, and user satisfaction
* Ensuring compliance with security, data protection, and regulatory standards
* Providing insight into service performance to shape future technology strategies
Stakeholder Engagement
* Acting as the voice of the business within the Technology function
* Communicating service updates, incidents, and planned maintenance activities
* Building strong relationships across the organisation to understand needs and challenges
* Providing performance metrics and ensuring the wider business has clear visibility of service performance
Incident, Problem & Change Management
* Overseeing major incidents, ensuring clear communication and quick resolution
* Ensuring ITIL‑aligned incident, problem, and change processes are followed
* Validating root‑cause analysis and ensuring long‑term fixes are implemented
* Assessing and approving changes while minimising business impact
Additional Responsibilities
* Ensuring service performance meets or exceeds expectations
* Preparing regular service performance reports for senior leadership
* Collaborating with the Head of Technology Delivery to support budget adherence
* Supporting out‑of‑hours work and site/data centre visits when required
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