IT Service Manager
IT Service Manager
Type: Permanent
Salary: £100,000 + 25% Bonus
Location: London (Hybrid, 2-3 days onsite)
We are seeking a forward-thinking IT Service Manager to lead & evolve a London-based Service Management function. This is not a BAU role. The position requires someone who can move beyond traditional incident management & take ownership of driving service maturity, embedding best practice ITSM processes, & shaping a roadmap for continuous improvement across a complex, multi-vendor, global environment.
The Opportunity
You will directly lead a skilled team of Service Management Analysts & Business Systems Analysts. Your mission is to develop ITSM capability from a reactive, ticket-driven function into a proactive, strategic partner for the business. This means improving change governance, maximising the value of ServiceNow, & ensuring IT operations support the pace & ambition of a growing, global enterprise.
Key Responsibilities
Lead, mentor, & develop a team of Service Management Analysts & Business Systems Analysts.
Own & improve ITSM processes, with particular focus on Change, Problem, & Request Management.
Define & deliver a roadmap for IT service maturity in partnership with international peers.
Ensure ServiceNow is fully leveraged for process automation, reporting, & governance.
Drive operational excellence across a multi-vendor, multi-platform environment (on-prem, cloud, PaaS, SaaS).
Act as a key interface with senior stakeholders across regions.
Foster a culture of accountability, improvement, & delivery within your team.
What We're Looking For
Proven leadership in IT Service Management with a track record of driving change, not just managing BAU.
Experience improving service processes & embedding ITIL practices in complex environments.
Strong ServiceNow expertise, particularly around configuration, reporting, & process maturity.
Credible people leadership: able to coach, develop, & inspire skilled analysts.
Confidence in working across vendors, global teams, & senior stakeholders.
Experience in regulated industries such as insurance or financial services is desirable.
Why Apply?
This is an opportunity to influence service management transformation directly, shaping both local & global service models. The role offers autonomy, visibility, & the chance to make a measurable impact on the future of IT service delivery.
