IT Service Manager

IT Service Manager

We’re recruiting for an experienced IT Service Manager to join a growing B2B and B2C online retail business expanding due to continued commercial success.

This is a great opportunity to build and implement service management capability from the ground up across customer-facing websites, applications, and digital platforms.

Key experience required:

• Strong ITIL experience across Incident, Problem, Change, and Release Management
• Experience supporting eCommerce or customer-facing transactional platforms
• Vendor and third-party supplier management
• Service governance, reporting, and operational oversight
• Creating and managing SLAs, SLOs, and service KPIs
• Good understanding of security and compliance standards including ISO27001 and PCI DSS
• Experience implementing or improving service management tooling and processes
• Strong stakeholder management and communication skills

The role:

• Establish and mature IT service management processes and governance
• Drive operational stability and continual service improvement
• Manage major incidents and problem resolution
• Work closely with technical teams, suppliers, and business stakeholders
• Support compliance, audit, and security best practice initiatives