IT Service Manager

Job title: IT Service Manager
Reporting to: Head of Technology
Date of Issue: March 2026

Role objective

To develop and manage the delivery and continuous improvement of IT services, ensuring continuity of service and compliance with ITIL best practices. On a day-to-day basis, they are managing incidents, problem management and managing our third parties to SLA’s.

Key responsibilities

• Manage day-to-day IT service operations, including incident, problem, and change management.
• Ensure adherence to SLAs and KPIs for service performance.
• Act as the primary point of contact for IT service escalations.
• Develop and implement IT service strategies aligned with business goals.
• Drive continual service improvement initiatives using ITIL frameworks.
• Oversee ITSM tool implementation (e.g. ServiceNow, Halo) and self-service portals.
• Manage relationships with third-party suppliers and negotiate contracts.
• Manage change prioritisation via the MSP to support the business.
• Oversee the software inventory of the group, and look to ensure the best deal is achieved.
• Monitor vendor performance and compliance with agreed SLAs.
• Embed continuous improvement across the ITIL process to ensure every issue is an opportunity to learn.
• Manage communication internally during major incidents.
• Build and maintain the service catalogue to inform resource and cost outcomes.
• Manage the transition into the service of change.
• Oversee financial control of the infrastructure and service budget.

Required skills and competences

• Organised: the ability to manage multiple competing priorities and remain calm under pressure is key.
• Technical Expertise: Strong knowledge of ITIL processes, ITSM tools, and infrastructure services.
• Leadership: Ability to lead cross-functional teams and manage stakeholders effectively.
• Communication: Excellent verbal and written skills for engaging with business units and vendors.
• Problem-Solving: Analytical mindset for troubleshooting and root cause analysis.
• Adaptability: Familiarity with emerging technologies like AI, automation, and cloud services.
• Adaptable: Able to thrive in a fast-evolving business with an evolving structure.

Person specification

Qualifications

• ITIL certification (v4 preferred)
• 5+ years of experience in IT service management or related roles.

Why this role matters

The business is on a large growth trajectory, and technology needs to track alongside. The foundations of a modern IT dept are in place, and we need an IT service professional to help drive this implementation.

The IT Service Manager is pivotal in ensuring operational efficiency, reducing downtime, and enhancing user experience. By aligning IT services with business objectives, this role drives both technological and organisational success.

This job description may be reviewed and subsequently amended to better reflect any changes required in the role.

If you are interested in learning more about this role or want to apply, please send your CV/Application to HR@shackletonadvisers.co.uk