Our client is seeking an experienced and driven IT Service Manager to join their team in either Guernsey or Jersey on a full-time, permanent basis. In this pivotal role, you will lead the day-to-day management, governance, and continual improvement of technology services. Reporting to the Senior Manager, Technology, you will ensure that IT services remain reliable, secure, and resilient while being aligned with business needs, customer expectations, and regulatory requirements. This is a fantastic opportunity for a service-focused technology professional to enhance IT service management practices, drive operational excellence, and contribute to continuous improvement across a complex technology environment. You will act as a key link between Technology, business stakeholders, Information Security, Operational Resilience teams, and third-party suppliers to deliver exceptional service outcomes and an outstanding customer experience.
JOB DUTIES:
- Lead and continuously improve the IT Service Management framework, aligning it with business requirements, regulatory expectations, and industry best practices.
- Manage core IT Service Management (ITSM) disciplines, including Service Desk, Incident, Major Incident, Problem, Change, Service Request, Service Level, Configuration, Asset, and Knowledge Management.
- Ensure the delivery of responsive, customer-focused support services, improving user experience, first-contact resolution, self-service capabilities, and service performance.
- Own major incident management processes by coordinating technical teams, business stakeholders, and suppliers to quickly and effectively restore services.
- Lead root cause analysis and post-incident reviews, ensuring lessons learned are documented and improvements are implemented.
- Manage change enablement processes, including governance, risk assessment, scheduling, and operational readiness for production releases.
- Monitor and report on service performance, supplier delivery, operational risks, and improvement initiatives, providing meaningful management information to senior stakeholders.
- Support operational resilience, business continuity, and disaster recovery activities by maintaining service maps, configuration information, and recovery dependencies.
- Build strong relationships with business service owners, suppliers, and key stakeholders to promote accountability, collaboration, and service excellence.
- Lead, coach, and develop IT service and operations colleagues, fostering a culture of ownership, continuous improvement, and customer focus.
JOB REQUIREMENTS:
- Significant experience in IT Service Management, Service Delivery, or Technology Operations within business-critical environments is essential.
- Strong practical knowledge of ITSM disciplines, including Incident, Problem, Change, Service Desk, Service Level, and Asset Management.
- Proven experience in managing major incidents, service restoration, change governance, and service improvement programmes.
- Experience leading service desk operations, technology support teams, or multi-supplier service environments.
- Strong understanding of service reporting, operational controls, risk management, root cause analysis, and performance measurement.
- Working knowledge of infrastructure, cloud services, networks, applications, end-user technology, and monitoring solutions.
- Excellent stakeholder management and communication skills, with the ability to translate technical concepts for non-technical audiences.
- Experience working in a regulated and customer-focused environment, ideally within financial services.
- Experience using enterprise ITSM platforms and producing relevant management information and reporting.
- ITIL 4 Foundation certification or higher.
- Experience with ServiceNow or a comparable enterprise ITSM platform.
- Knowledge of operational resilience, business continuity, and disaster recovery frameworks.
- Experience implementing service automation, self-service, observability, or service experience improvements.
- Supplier management experience, including SLA monitoring, service reviews, and performance improvement initiatives.
- Previous people management, coaching, or team development experience.
WHAT YOU’LL LOVE:
You can help shape a resilient, high-performing technology service environment that supports colleagues, customers, and the wider business through exceptional service delivery and continuous improvement.
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