- Company Name
- Ofwat
- Job Title
- IT Service Manager
- Job Description
-
**Job Title**
IT Service Manager
**Role Summary**
Drive the end‑to‑end delivery of IT services, ensuring alignment with business objectives, SLA targets, and regulatory standards. Own service performance, continuous improvement, and stakeholder satisfaction across the organization.
**Expectations**
- Lead cross‑functional service management teams to achieve consistent, high‑quality service delivery.
- Maintain and improve service performance metrics, audit outcomes, and customer feedback loops.
- Apply ITIL best practices to incident, problem, change, and release management processes.
- Collaborate with stakeholders to anticipate and mitigate service risks.
**Key Responsibilities**
- Oversee daily operation of the IT service desk, monitoring incident queues and ensuring timely resolution.
- Manage the service lifecycle: demand, design, transition, operation, and retirement.
- Develop, maintain, and enforce SLAs, KPIs, and service level agreements with internal and external partners.
- Conduct root‑cause analysis for recurring incidents and lead problem‑management initiatives.
- Plan, prioritize, and coordinate changes and releases, ensuring minimal disruption to services.
- Review and report on service performance, capacity, and financial metrics to senior management.
- Negotiate and manage vendor contracts, service agreements, and procurement of IT services.
- Identify process gaps and implement continuous‑improvement projects (ISO/IEC 20000, ITIL, or similar frameworks).
- Ensure compliance with regulatory requirements and Ofwat’s risk management policies.
- Mentor and develop the service delivery team, promoting skills development and career progression.
**Required Skills**
- In‑depth knowledge of ITIL v4 (or equivalent).
- Strong incident, problem, change, and release management experience.
- Proven ability to manage and improve SLAs, KPIs, and customer satisfaction.
- Vendor relationship and contract management proficiency.
- Excellent communication, stakeholder engagement, and cross‑functional collaboration.
- Analytical and problem‑solving mindset, with hands‑on experience in service reporting.
- Project management skills, including budgeting and resource planning.
- Proficiency with service desk and ITSM tools (e.g., ServiceNow, Jira Service Management).
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- ITIL Foundation (or ITIL 4 Foundation) certification required.
- Additional certifications (ITIL Practitioner, ITIL Intermediate, PMP, CSM, or ISO 20000 Lead Auditor) considered an advantage.
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Birmingham, United kingdom
On site
07-01-2026