IT Service Manager

IT Service Manager - Permanent - London/Hybrid

A fantastic opportunity has arisen for a IT Service Manager to join our London based law global firm on a permanent basis.

Key Responsibilities

• Own the end-to-end delivery and lifecycle of IT services, ensuring alignment with business strategy
• Lead continual service improvement initiatives and represent ITSM in strategic forums
• Drive and oversee Incident, Problem, and Major Incident Management processes
• Coordinate and lead Major Incident resolution, reviews, and risk mitigation
• Manage the Change Management process, including CAB participation and policy reviews
• Oversee Capacity & Event Management including patching compliance and monitoring
• Deliver service reporting and governance, including KPI reviews and COO performance updates
• Engage stakeholders to drive service improvement and vendor accountability
• Line manage a small ITSM team, fostering growth and collaboration
• Own and administer the ServiceNow platform (global admin), managing upgrades and enhancements
• Maintain and improve ITSM documentation, policies, and joiner/mover/leaver processes

Key Experience Required

• Strong background in IT Service Management with deep understanding of ITSM tools and frameworks
• ITIL qualified (v3 or v4) with practical application of core service management disciplines
• Experience in leading Incident, Problem, and Change Management processes
• Hands-on ServiceNow platform experience including ITSM module administration
• Proven ability to manage vendor relationships and ensure accountability
• Skilled in creating service documentation and delivering training to stakeholders
• Experience in legal or professional services (desirable)
• Strong organisational, leadership, and stakeholder management skills

IT Service Manager - Permanent - London/Hybrid