It Service Manager

Description:

IT Service Manager to lead the delivery, stability, security and continual improvement of our technology services.

The role will provide leadership across Service Desk, Cloud Infrastructure, End User Computing, Networks and Cyber Security, ensuring that technology services are reliable, secure and aligned to organisational needs.

This is a key leadership role responsible for operational excellence, service management maturity, , cyber resilience and the ongoing development of a high-performing technical team.

You'll play an important part in balancing operational stability with innovation, helping to modernise services while maintaining a strong focus on customer experience and business outcomes.

The role consists of:

• Leading and developing multidisciplinary teams across Service Desk, Infrastructure, End User Computing and Cyber Security.
• Owning and evolving the organisation's IT Service Management (ITSM) framework and best practice processes.
• Driving continual service improvement and embed a culture of operational excellence.
• Managing and optimise cloud services including Microsoft Azure, Azure Virtual Desktop and Intune.
• Overseeing network infrastructure, security technologies, telephony platforms and core operational systems.
• Ensuring effective cyber security operations, including monitoring, vulnerability management, incident response and endpoint protection.
• Defining and managing service performance through SLAs, OLAs, KPIs and executive reporting.
• Leading supplier and partner relationships, ensuring strong service delivery and value for money.
• Supporting business continuity and disaster recovery planning, including backup and recovery strategies.
• Contributing to ICT strategy, digital transformation programmes and technology modernisation initiatives.
• Acting as a senior escalation point for operational and technical issues.
• Developing team capability through mentoring, coaching and professional development activities.