IT Service Manager

IT Service Manager | Bristol 2 days per week in the office | Perm | Up to £60,000 p.a

Peaple Talent have partnered with a SaaS business in Bristol looking to recruit for an IT Service Manager.

The Role:

This newly created position introduces unified global management of both first and second level IT support teams, consolidating oversight that has not previously existed. The post holder will own the end-to-end operation of the global IT Service Desk, ensuring effective support is provided to all internal users across our client. Reporting into the Head of IT, the role works in close partnership with other C-Level stakeholders. A key focus of the position is the ongoing evolution and maturity of Service Desk capabilities, including incident resolution, service requests, problem analysis, and change coordination.

Key Responsibilities:

• Lead the delivery of first and second-line IT support services through a globally dispersed Service Desk, ensuring coverage across multiple regions, languages, and time zones.
• Define, own, and execute a structured programme of continuous improvement to enhance service quality, efficiency, and user experience.
• Produce and present service performance metrics for the wider organisation, contributing to regular service review meetings.
• Design, maintain, and govern the Service Catalogue, clearly outlining available services and managing their introduction, transition, and retirement.
• Oversee supplier and contract information, monitoring renewal timelines and supporting accurate forecasting of operational costs.
• Provide line management to the Service Desk team, including performance management, coaching, and professional development.

Key Experience Required:

• Demonstrated experience managing and developing IT service desk or support teams.
• Strong background in structured service management environments, with practical application of ITIL-based processes and principles.
• Sounds hands-on understanding of Microsoft Windows platforms, Microsoft 365, and modern cloud-based technologies.
• Experience handling IT procurement activities and maintaining accurate records of expenditure against agreed budgets.