IT Services Manager

To ensure the effective day-to-day delivery of IT services across both shared and in-house environments, with a strong focus on ITIL disciplines - Incident, Problem, Change, and Asset Management - and Cyber Security risk management. The postholder will act as the customer-facing lead for operational IT, ensuring services are reliable, secure, and responsive to user needs.Key Responsibilities

• Manage the performance and quality of outsourced, shared service and in-house IT services
• Own and operate the ITIL processes: Incident, Problem, Change, and Asset Management
• Act as the operational interface with the other organisation (the shared service provider)
• Maintain the CMDB and configuration item lifecycle tracking
• Lead on cyber security risk assessments, patch assurance, vulnerability management, and coordination with SOC/XDR providers
• Ensure compliance with cyber and data protection standards (e.g. Cyber Essentials)
• Monitor service level agreements (SLAs), escalate issues, and lead service reviews
• Coordinate change activity to ensure minimal business disruption
• Deliver customer-focused service improvement initiatives
• Support audits and business continuity planning

Essential Skills and Experience

• Demonstrable experience managing operational IT services in a mixed shared service / in-house / outsourced environment
• Deep knowledge of ITIL v4 practices, especially Incident, Problem, Change, and Asset Management
• Experience with service desk systems and CMDBs
• Familiarity with cybersecurity operations (e.g., vulnerability scanning, patch management, access reviews)
• Strong stakeholder engagement and supplier management skills
• Ability to maintain service performance under pressure and manage conflicting priorities
• A pragmatic, delivery-focused mindset - not a strategic/consultancy focus

Relevant SFIA Skills and Levels: Ideally you should have the following SFIA Skills Profiles.

SFIA CodeSkill NameRecommended LevelRelevanceITOPIT Operations ManagementLevel 5Day-to-day IT service delivery including in-house systemsUSUPIncident ManagementLevel 5Owns the incident process and ensures restoration of servicePBMGProblem ManagementLevel 5Root cause analysis and avoidance of recurring incidentsCHMGChange ManagementLevel 5Authorises, schedules, and reviews IT changesASMGAsset ManagementLevel 5Owns and manages the asset lifecycle (including CMDB)SCTYInformation SecurityLevel 5Applies and oversees operational security practicesSURESecurity OperationsLevel 4-5Coordinates patching, vulnerability management, incident responseRLMTStakeholder Relationship ManagementLevel 5Acts as customer liaison for IT service experienceSUPPSupplier ManagementLevel 5Manages relationships and performance of service providersCOPLChange and Transformation MgmtN/ANot required - this role is operational, not transformational

This role is 3-4 days on site in London per week, to start as soon as possible. If interested in the role, please can you apply in the first instance and if suitable, we will be in touch.