IT Service Manager - #1763614

Are you passionate about delivering top-quality IT services?

Do you enjoy driving operational stability and continuous improvement?

Are you skilled at clear communication, insightful reporting, and proactive service management?

Were looking for an IT Service Manager to lead the delivery of smooth, high-quality IT services by managing third-party suppliers and championing ITIL best practices. In this key role, youll help maintain operational stability and drive continuous improvements that keep our IT aligned with business goals.

As a core part of our IT Operations team, youll be the main link between IT and external partnerssetting clear accountability, tracking performance, and ensuring every service delivers real value. This is a great chance to shape our IT service management and support the ongoing success of our organisation.

What Youll Be Doing

Youll manage the full IT service lifecycle, ensuring smooth operations and alignment with ITIL best practices. Youll handle incidents, changes, service requests, and maintain SLAs while driving service improvements. Youll also work closely with third-party vendors to ensure high performance and manage escalations.

Youll support incident response and root cause analysis, keeping teams prepared and lessons learned. Clear communication is keyyoull provide reports and insights to stakeholders and continuously look for ways to improve efficiency through automation and better processes, while supporting the onboarding of new services.

About You

StepChange is seeking someone with strong ITIL knowledgeideally ITIL v4 certifiedand proven experience managing IT services in complex multi-vendor environments. Youre skilled at supplier management, handling contracts, SLAs, escalations, and driving improvements.

Youre familiar with incident, problem, and change management and comfortable with service tools and reporting. You communicate clearly with both technical teams and senior stakeholders and are proactive in improving service efficiency, reducing downtime, and enhancing customer satisfaction through process improvements and automation.