An established organisation is seeking an experienced IT Service Manager to lead the delivery, optimisation, and continuous improvement of enterprise IT services across a complex operational environment. This role requires a strong blend of strategic leadership, operational excellence, stakeholder engagement, and technical oversight. The successful candidate will play a key role in ensuring reliable, secure, and business-aligned IT services while driving service innovation and operational efficiency. Key Responsibilities Service Delivery & Operations Lead the end-to-end management of IT services to ensure high availability, performance, and customer satisfaction Drive operational excellence across service desk, infrastructure, and support functions Develop and enhance service management processes, standards, and operational frameworks Ensure alignment between IT service delivery and broader business objectives Incident, Problem & Change Management Oversee incident, request, problem, and change management processes across the environment Ensure rapid resolution of critical issues and drive root‑cause analysis initiatives Implement proactive measures to minimise recurring incidents and reduce downtime Maintain governance and compliance across change management activities Service Performance & Reporting Monitor and report on key service metrics including uptime, response times, availability, and customer experience Manage and track SLA and operational performance commitments Deliver meaningful operational dashboards and executive‑level reporting Leadership & Stakeholder Management Lead and mentor technical support and operations teams in a fast‑paced environment Foster a customer‑centric and high‑performance culture Collaborate with business stakeholders, leadership teams, and external service providers Manage vendor relationships and ensure delivery against agreed service standards Monitoring, Infrastructure & Security Drive the implementation and optimisation of monitoring and alerting solutions across infrastructure and applications Support proactive identification and resolution of operational risks and system issues Oversee vulnerability management, patching, and security remediation initiatives Ensure adherence to governance, security, and compliance standards Continuous Improvement Identify opportunities for automation, process optimisation, and service innovation Champion continual service improvement initiatives using ITSM and ITIL best practices Contribute to long‑term operational resilience and scalability strategies Requirements Degree or Diploma in Information Technology, Computer Science, or related field 5+ years’ experience in IT operations or service management environments Proven leadership experience managing technical or service delivery teams Strong understanding of IT infrastructure, cloud technologies, networking, cybersecurity, and enterprise support environments Experience working with ITSM platforms and service management frameworks Strong stakeholder engagement, communication, and problem‑solving skills Advantageous ITIL certification (Foundation or higher) Exposure to enterprise monitoring, vulnerability management, and compliance frameworks Experience within large corporate, financial services, telecoms, or multi‑vendor environments Project management certifications such as PRINCE2, PMP, or Agile‑related certifications Cloud platform exposure including AWS or Azure #J-18808-Ljbffr