ITSM Service Manager

+ Long term project

+ High security clearance required

+ Fully onsite in North West

+ £600 to £700 per day - Inside IR35

+ DV Cleared

Overview

The ITSM Service Manager is responsible for managing and delivering security services across IT projects and live environments. The role focuses on protecting systems, data, and services while ensuring security is embedded into project delivery-not bolted on at the end.

We're looking for an experienced Service Manager to take ownership of IT service delivery across a fast-paced, business-critical environment. This role sits at the heart of operations - ensuring services are stable, performant and continuously improving.

The Role

As Service Manager, you'll be responsible for end-to-end service management, aligning IT delivery with business needs while driving best practice across ITSM processes.

Key Responsibilities

• Own and manage IT services across their full lifecycle

• Lead ITSM processes including Incident, Problem, Change and Service Request Management

• Ensure SLA and KPI targets are defined, monitored and achieved

• Chair CAB meetings and oversee change governance

• Drive service improvement initiatives and CSI plans

• Act as the key escalation point for major incidents

• Produce service reports and present performance insights to stakeholders

• Manage third-party suppliers and ensure contractual service obligations are met

Experience Required

• Proven experience in a Service Manager or IT Service Delivery role

• Strong working knowledge of ITIL / ITSM frameworks

• Experience managing SLAs, OLAs and supplier performance

• Background in leading major incident management

• Ability to engage and influence senior stakeholders

• ITIL certification (v3 or v4) desirable