Lead Service Manager (ITIL)

Lead Service Manager (ITIL)

£65,000 – £90,000 base salary, depending on experience, plus car allowance and discretionary annual bonus of up to 20%. Matched pension contribution, life assurance, private medical insurance and health screening. 28 days holiday plus bank holidays, with a buy/sell scheme.

Hybrid working: 2 days in office (Coventry or Manchester) and 3 days from home.

Responsibilities

• Own service quality end‑to‑end across internal technology teams and outsourced/third‑party vendors, managing through SLAs and contractual levers rather than direct oversight.
• Hold vendors accountable for performance, run corrective action plans where needed, and drive continuous improvement.
• Take commercial ownership of vendor contracts and renewals, ensuring nothing slips.
• Act as the primary business‑facing point of contact for a defined directive, building trusted relationships with stakeholders at all levels.
• Play an active role in incident and problem management, keeping stakeholders informed and addressing recurring issues at source.
• Work closely with change delivery teams to ensure new or modified services transition smoothly into live support.
• Represent service priorities and risk considerations within delivery roadmaps.

Qualifications

• Background in service management, ideally from an MSP, service transition, or incident/problem management environment.
• Solid grounding in ITIL (Foundation level minimum).
• Strong commercial acumen, comfortable negotiating with vendors and managing contracts.
• Outstanding communication and stakeholder management skills – able to listen as well as drive outcomes.
• Comfortable operating in a complex, regulated, fast‑paced environment.
• Financial services or other regulated‑sector experience is a plus but not essential; candidates from MSP, telecoms, retail or other complex service environments are equally valued.
• Working knowledge of Microsoft Office; experience with Jira is useful but not essential.

Benefits

• £65,000 – £90,000 base salary, depending on experience.
• Car allowance.
• Discretionary annual bonus of up to 20%.
• Matched pension contribution.
• Life assurance, private medical insurance and health screening.
• 28 days holiday plus bank holidays, with a buy/sell scheme.
• Hybrid working – 2 days in office (Coventry or Manchester) and 3 days from home.

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