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