IT Senior Service Manager

About the role

We are looking for an IT Senior Service Manager to join our team in Ringwood, Hampshire. Working in a small senior management group and reporting to the Service Delivery Manager, you will help lead the delivery of high‑quality IT support services and drive continuous improvement across the organisation.

Key responsibilities

• Lead a team of Service Managers and 2nd‑line technicians, ensuring excellent end‑to‑end customer experience.
• Identify and mitigate risks that could affect service performance or compliance.
• Produce and analyse departmental KPI reports to monitor efficiency and recommend improvements.
• Represent the support department during service transitions, change initiatives and project delivery.
• Champion ISO management systems and embed ITIL best‑practice throughout the support team.

Required profile

• Minimum three years’ experience in Service Delivery or IT Service Management.
• Proven people‑management experience with a track record of handling incidents, problems and major incidents.
• Strong analytical and reporting abilities, with excellent communication and stakeholder‑management skills.
• Ability to work under pressure, manage multiple priorities and adapt quickly to new technologies.
• Clear DBS clearance is required.

Required skills

• ITIL best‑practice
• ISO management systems
• KPI reporting

What we offer

• Salary £40,000 per year plus overtime.
• Company profit share (first £3,600 tax‑free).
• 22 days annual leave plus bank holidays, with additional birthday leave.
• Hybrid working arrangement.