Our client is seeking an experienced and driven IT Service Manager to lead the day-to-day management, governance, and continual improvement of technology services. This permanent, full-time position can be based in Guernsey or Jersey. Reporting to the Senior Manager, Technology, you will play a pivotal role in ensuring that IT services remain reliable, secure, resilient, and aligned to business needs, customer expectations, and regulatory requirements. This role presents an exciting opportunity for a service-focused technology professional to enhance IT service management practices and drive continuous improvement across a complex technology environment. The principal focus of this position is to act as a key link between Technology, business stakeholders, Information Security, Operational Resilience teams, and third-party suppliers, helping to deliver exceptional service outcomes and a strong customer experience.
JOB DUTIES:
- Lead and continuously improve the IT Service Management framework, ensuring alignment with business requirements, regulatory expectations, and industry best practices.
- Manage core 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, coordinating technical teams, business stakeholders, and suppliers to restore services quickly and effectively.
- Lead root cause analysis and post-incident reviews, ensuring lessons learned are captured and improvements 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, promoting 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.
- Strong practical knowledge of ITSM disciplines including Incident, Problem, Change, Service Desk, Service Level, and Asset Management.
- Proven experience 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 within a regulated and customer-focused environment, ideally within financial services.
- Experience using enterprise ITSM platforms and producing meaningful management information and reporting.
- ITIL 4 Foundation certification or higher would be advantageous.
- Experience with ServiceNow or a comparable enterprise ITSM platform would be beneficial.
- Knowledge of operational resilience, business continuity, and disaster recovery frameworks would be desirable.
- Experience implementing service automation, self-service, observability, or service experience improvements would be advantageous.
- Supplier management experience, including SLA monitoring, service reviews, and performance improvement initiatives is desirable.
- Previous people management, coaching, or team development experience would be beneficial.
WHAT YOU’LL LOVE:
Join our client and help shape a resilient, high-performing technology service environment that supports colleagues, customers, and the wider business through exceptional service delivery and continuous improvement. You will have the opportunity to lead significant projects while fostering a culture of growth and collaboration within the team.
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