Front Office Service Manager

MS668 - Front Office Service Manager

Location: Watford 

Salary: £70,000 - £80,000  + package

Overview:  First Military Recruitment are currently seeking a Front Office Service Manager on behalf of one of our clients.

You will be responsible for the end-to-end delivery, performance, and continual improvement of IT services supporting front office functions. This includes service desk, field support, and asset management, alongside budget responsibility, team leadership, and adherence to IT policies and best practice.

Our client encourages applications from ex-military personnel; however, all candidates will be given due consideration.

Duties and Responsibilities:

• Manage delivery of front office IT services including end-user support and incident management
• Oversee hardware lifecycle: procurement, deployment, maintenance, and repair
• Manage software licensing, compliance, and asset tracking
• Support mobile devices, telephony, printing, and end-user equipment
• Build strong relationships with stakeholders and align services to business needs
• Manage full service lifecycle from design through to improvement and retirement
• Maintain accurate records across service catalogue, CMDB, and asset repositories
• Ensure smooth transition of new or changed services into operations
• Drive automation and continuous improvement initiatives
• Apply SIAM principles to manage internal teams and external suppliers
• Monitor service performance against SLAs/KPIs and conduct service reviews
• Manage service costs and budgets, ensuring value for money
• Provide performance and financial reporting to stakeholders
• Ensure effective incident resolution and root cause analysis
• Lead service improvements to enhance performance and user experience
• Collaborate with other Service Managers and IT teams for consistency
• Support IT asset audits and ensure compliance with policies
• Promote a customer-focused, service ownership culture

Skills and Qualifications:

• Experience delivering end-user IT services (service desk, devices, software, etc.)
• Experience in multi-vendor or outsourced environments
• Knowledge of IT asset management best practices
• Understanding of ITIL and SIAM frameworks
• Experience in incident, problem, and change management
• Strong stakeholder engagement and communication skills
• Budget and vendor management experience
• Service-driven, business-focused mindset
• Strong organisational and documentation skills
• Ability to work independently and within teams

Additional Requirements:

• Security clearance may be required
• Flexible working and travel as needed