IT Service Manager

Job Title: IT Service Manager
Location: Horley
Job Type: Full-Time, Permanent

Our client is undergoing an exciting IT transformation, and we are seeking a IT Service Manager to join their team and play a crucial role in the delivery of high-quality support services across our business-critical applications. As the IT Service Manager, you will provide direction to support teams, ensuring operational standards and service targets are consistently met. If you are a customer-focused, experienced leader with a passion for service management and IT, we want to hear from you!

The IT Service Manager will be responsible for managing and improving service levels across a range of business-critical applications, including finance, asset management, CRM, data, and metering systems. These systems are critical to the daily operations of the business, highly available 24/7, and hold sensitive data. You will collaborate closely with Infrastructure, Security, Development, and Solution Architecture teams to ensure seamless service delivery and continuous improvement.

• Service Management: Lead the support teams, including IT Level 1, 2, and 3 support, Infrastructure, Security, Development, and external vendors to deliver high-quality service across business-critical applications.
• Monitoring & Reporting: Provide regular Monthly Status Reports (MSR) detailing service requests, KPIs, risks, issues, and call analysis.
• Service Reviews: Schedule and participate in monthly service reviews with internal teams and vendors.
• Issue Resolution & Escalation: Monitor and escalate any significant service issues as per agreed procedures.
• Change Management: Implement problem management and change control processes, ensuring smooth service transitions.
• Service Quality: Drive continuous improvement by managing service quality plans and analyzing performance data.
• Stakeholder Communication: Manage communications with stakeholders regarding service complaints, issues, and resolutions.
• Audit & User Support: Facilitate ongoing audits and assist with customer satisfaction surveys.
• Project Management: Lead IT change projects, ensuring clear specifications and project plans are agreed upon.
• Training & Development: Participate in continuous learning activities to enhance your skills and knowledge.
• Health & Safety: Adhere to all Stark policies and ensure safe working practices within the team.

• Service Management: Proven experience in service management, including service desk, IT support, and ITIL/ITSM processes.
• Customer-Focused: Strong commitment to customer satisfaction and understanding the business value of delivering exceptional support services.
• Leadership & Team Management: Strong leadership skills, with experience managing cross-functional teams and 3rd party vendors.
• Technical Knowledge: Solid understanding of service management tools (e.g., ServiceNow, Jira), application support, hosting/infrastructure, and risk management.
• Project Management: Experience in managing IT projects, with relevant qualifications (e.g., PMP, Prince2).
• Communication Skills: Excellent verbal and written communication skills, with the ability to present information clearly and build rapport with stakeholders.
• Problem Solving & Decision-Making: Comfortable making decisions under pressure and solving complex issues effectively.

• Industry Experience: Experience in a regulated or blue-chip environment, managing business systems with over 50 users.
• ITIL/ITSM: Demonstrable experience in ITIL/ITSM practices and the use of ITSM tools, with configuration experience where possible.
• Customer-Facing: Strong customer-facing experience and management, with the ability to develop and maintain strong client relationships.
• Service Management Certifications: ITIL Foundation certification or equivalent is desirable.
• Project Management Certifications: Experience in project management methodologies such as PMP or Prince2 is advantageous.
• Experience with ITSM Tools: Experience with tools like ServiceNow, Jira, or similar platforms, ideally with configuration exposure.

• Calm, professional, and confident in challenging situations.
• Supportive and team-oriented, with a positive and flexible attitude.
• Highly organized with attention to detail, and able to prioritize work effectively.
• Proactively shares knowledge and strives for continuous improvement.
• Able to work independently and manage multiple tasks simultaneously.