IT Service Manager

IT Service Manager

Type: Permanent

Salary: £100,000 + 25% Bonus

Location: London (Hybrid, 2-3 days onsite)

We are seeking a forward-thinking IT Service Manager to lead and evolve a London-based Service Management function. This is not a BAU role. The position requires someone who can move beyond traditional incident management and take ownership of driving service maturity, embedding best practice ITSM processes, and shaping a roadmap for continuous improvement across a complex, multi-vendor, global environment.

The Opportunity
You will directly lead a skilled team of Service Management Analysts and Business Systems Analysts. Your mission is to develop ITSM capability from a reactive, ticket-driven function into a proactive, strategic partner for the business. This means improving change governance, maximising the value of ServiceNow, and ensuring IT operations support the pace and ambition of a growing, global enterprise.

Key Responsibilities

• Lead, mentor, and develop a team of Service Management Analysts and Business Systems Analysts.

• Own and improve ITSM processes, with particular focus on Change, Problem, and Request Management.

• Define and deliver a roadmap for IT service maturity in partnership with international peers.

• Ensure ServiceNow is fully leveraged for process automation, reporting, and governance.

• Drive operational excellence across a multi-vendor, multi-platform environment (on-prem, cloud, PaaS, SaaS).

• Act as a key interface with senior stakeholders across regions.

• Foster a culture of accountability, improvement, and delivery within your team.

What We're Looking For

• Proven leadership in IT Service Management with a track record of driving change, not just managing BAU.

• Experience improving service processes and embedding ITIL practices in complex environments.

• Strong ServiceNow expertise, particularly around configuration, reporting, and process maturity.

• Credible people leadership: able to coach, develop, and inspire skilled analysts.

• Confidence in working across vendors, global teams, and senior stakeholders.

• Experience in regulated industries such as insurance or financial services is desirable.

Why Apply?
This is an opportunity to influence service management transformation directly, shaping both local and global service models. The role offers autonomy, visibility, and the chance to make a measurable impact on the future of IT service delivery.