It Services Manager

Description:

A market-leading medium-sized company with global offices is seeking a proactive and experienced IT Services Manager to lead and transform IT service delivery across the UK and global offices. With significant investments in technology upgrades and process improvements, this is a fantastic opportunity to drive a step change in IT service management performance.

Reporting directly to the CIO, you will review, implement, and enhance IT service delivery standards to ensure maximum value from IT investments. The role will cover Service Desk, Infrastructure, Desktop, and Application Support Services, with the initial focus on UK operations, followed by global roll-out.

Key Responsibilities:

🔹 Review and define a new service delivery model to enhance performance.
🔹 Lead and coach the service delivery and service desk teams, embedding ITIL best practices and fostering a culture of continuous improvement.
🔹 Own the ITSM tool selection and management – decide whether to retain the current platform or adopt a new one.
🔹 Drive self-service enablement and improve issue prioritisation processes.
🔹 Lead IT procurement (networks, infrastructure, desktop, devices, applications) to ensure cost-effective sourcing and optimal asset lifecycle management.
🔹 Establish a vendor framework to measure vendor performance and improve vendor management.
🔹 Enhance change control processes and communication frameworks related to IT service delivery.
🔹 Take ownership of governance and risk management for IT services.
🔹 Oversee IT provisioning and service delivery processes globally.
🔹 Manage and optimise core systems including Azure, O365, enterprise cloud platforms, collaboration tools, cyber security solutions, and mobile device management.
🔹 Ensure high availability and performance of IT infrastructure and networks.
🔹 Collaborate with project teams to ensure support requirements are baked into new applications before go-live and post-launch support is seamless.
🔹 Bring innovative ideas for continuous service improvement and align IT services to evolving business needs.
🔹 In the longer term, contribute to broader IT projects, transformation initiatives, and business-driven IT change programs.

Required Qualifications & Experience:
✅ Experience leading IT Services/IT Support within an ITIL environment.
✅ Proven track record in driving service management improvements and delivering measurable change.
✅ Strong leadership skills to inspire and coach teams effectively.
✅ Hands-on experience training service desk teams on ITIL processes and operational best practices.
✅ Experience in vendor engagement, outsourcing, and optimising third-party service delivery.
✅ Solid understanding of IT Service Management (ITSM) processes and tools.
✅ Governance and risk management experience within IT operations.
✅ Expertise across Azure, O365, cloud platforms, infrastructure, desktop environments, firewalls, and email security solutions.
✅ Strong stakeholder management and relationship-building skills.
✅ ITIL certification would be highly advantageous.

Work Location:
📍 Evesham, Worcestershire – Hybrid (3 days office, 2 days home)

Salary Package:
💷 £55000 to £65000 per month +
🚗 Car Allowance
💼 Bonus
🏥 Healthcare
💰 Pension

About Genium Selection:
Genium Selection has been aligning talented IT professionals with businesses since 2003. As a REC member, they pride themselves on offering a personal, tailored, and targeted approach to recruitment.