Service Manager

Service Manager | up to £70k | 1 day per week in Huddersfield or Manchester

We’re working with a long-standing UK organisation undergoing continued investment in its technology operations and service maturity. They’re now appointing a senior IT Service Manager to strengthen operational governance and drive service excellence across the business.

You’ll own key operational processes including incident management, service controls and risk mitigation, working alongside senior technical and delivery stakeholders to ensure systems remain stable, secure and scalable.

Key responsibilities

• Own and lead technical incident management (including P1/P2 incidents and out-of-hours escalation)
• Act as incident commander during major incidents, managing communications and mitigation strategies
• Define, maintain and report on SLAs, SLOs and service health metrics
• Oversee service desk triage processes, priorities and ceremonies
• Lead cyber incident response and vulnerability remediation across the tech estate
• Support audit readiness and compliance (ISO 27001 and related frameworks)
• Partner with engineering and product teams on service improvement and capacity planning

What we’re looking for

• 5+ years’ experience in IT / Technology Service Management, Incident Management or similar
• Strong knowledge of ITIL practices (incident, problem, change, service level management)
• Proven experience running major incidents and out-of-hours support models
• Hands-on experience with vulnerability management and cyber security processes
• Familiarity with ISO 27001 / SOC 2 environments and working with audits
• Experience with ITSM tools (e.g. Jira Service Management, ServiceNow)
• Comfortable producing dashboards and service reporting (Power BI, Jira, Confluence, etc.)

If interested, apply directly through LinkedIn or drop me a message!