IT Service Manager

We’re exclusively partnered with a key organisation in the utilities space on an operational IT Service Manager role, sitting at the heart of a newly established multi-supplier environment.

Start: ASAP

You’ll be joining at a pivotal stage, with new suppliers, processes, and teams recently onboarded. The focus is on stabilising BAU service operations, driving supplier performance, and ensuring consistent service delivery across a complex ecosystem.

What You’ll Be Doing

• Managing service performance across multiple external suppliers
• Acting as the key interface between suppliers, internal teams, and customers
• Operating within a BAU ITSM environment, ensuring services remain stable and effective
• Handling major incident escalation (MIM) as part of a rota (1 in 4 – very low call-out)
• Holding suppliers accountable against SLAs, KPIs, and service outcomes
• Managing escalations and challenging supplier performance where needed
• Representing the organisation in customer engagements and industry forums
• Driving incremental service improvements while maintaining operational stability

What We’re Looking For

• Strong experience in operational IT Service Manager roles
• Proven background managing multiple third-party suppliers
• Experience in customer-facing environments, engaging external stakeholders
• Comfortable working in regulated or governed industries
• Ability to handle escalations and operate in a complex supplier landscape
• Exposure to SIAM environments (nice to have)
• Strong stakeholder engagement skills, including presenting to senior or industry audiences
• Familiarity with ITSM tooling (e.g. ServiceNow) is beneficial but not essential

Sound like you? Please apply directly for more detail.

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