I.T Service Manager

An exciting opportunity has arisen for an experienced I.T Service Manager to join a growing, internationally operating business.

The IT Service Manager will play a key role within a developing Group Technology function, reporting directly to the Group Head of IT and working alongside colleagues responsible for Data & Applications, Technology Delivery, Cyber Security & Infrastructure and Digital Marketing.

This is an opportunity to take ownership of IT service delivery across an international business, providing hands-on leadership and driving the ongoing development of its technology support function.

You will be responsible for the global service desk, overseeing user and asset management, service performance and support processes across the UK, US and Australia. Working closely with regional support teams, you will ensure a consistent, efficient and professional service for users, while establishing the processes, standards and structure needed to support the organisation's continued growth.

Alongside the day-to-day management of IT services, you will act as the senior escalation point for operational issues, driving resolution, identifying recurring challenges and implementing improvements. The role will also involve close collaboration with wider technology teams, helping to maintain operational stability while allowing specialist and project teams to focus on longer-term technology developments.

The Role

You will have accountability for the global IT service desk, ensuring incidents, service requests and technical escalations are managed effectively, with clear ownership and appropriate levels of communication.

Working closely with colleagues across the wider technology function, you will establish practical service management processes, improve operational visibility and ensure that day-to-day support is delivered efficiently without compromising longer-term technology projects and developments.

Key responsibilities will include:

• Taking ownership of the global IT service desk and day-to-day technology support operations.
• Leading and coordinating support resources across the UK, US and Australia, ensuring consistent standards and effective communication across different regions.
• Managing incidents, service requests and escalations, acting as the senior point of contact for significant or recurring service issues.
• Establishing and monitoring service levels, performance measures and reporting, identifying opportunities to improve responsiveness and service quality.
• Overseeing the full user and technology asset lifecycle, including onboarding, internal transfers, offboarding, equipment allocation and asset records.
• Developing and maintaining IT processes, procedures and a central knowledge base, improving documentation and opportunities for self-service.
• Managing relationships with external IT support providers and technology suppliers, ensuring service commitments are met.
• Working collaboratively with infrastructure, cyber security, applications and project delivery colleagues to ensure effective operational support.
• Providing leadership, guidance and support to service team members, promoting a professional, customer-focused and accountable service culture.

The Person

This opportunity will suit an experienced IT Service Manager, IT Support Manager or Service Desk Manager who has previously taken ownership of IT service delivery and is comfortable balancing operational involvement with leadership and improvement.

You will have a strong understanding of service management principles, with the ability to bring structure, consistency and accountability to an IT support environment. Equally important will be your ability to communicate effectively with stakeholders, coordinate people across different locations and remain calm and organised when managing competing priorities.

Ideally, you will be able to demonstrate:

• Previous experience managing an IT service desk, IT support function or end-user technology operations.
• Experience leading or coordinating support teams, ideally across multiple locations or regions.
• A strong understanding of incident, request, escalation and problem management.
• Experience implementing service processes, performance measures and operational reporting.
• Knowledge of user onboarding, offboarding, access management and technology asset lifecycles.
• Experience managing third-party IT support providers and technology suppliers.
• A hands-on approach, with the technical understanding and confidence to support escalated issues.
• Strong communication, organisation and stakeholder management skills.

The Opportunity

This is an opportunity to join an internationally operating business at an important stage in the development of its technology function.

With a newly structured Group Technology Department and investment in strengthening its capabilities, you will have the opportunity to take genuine ownership of IT service delivery, introduce improved ways of working and build a more consistent, scalable support operation.

For someone who enjoys making a tangible difference, developing people and processes, and having the autonomy to improve how technology services are delivered, this represents an excellent next step.

Sharp Consultancy is a finance and accountancy recruitment specialist assisting accounting and finance divisions of businesses in the Yorkshire and Derbyshire area. With over 30 years' experience we pride ourselves on sourcing excellent finance professionals across all divisions of an accounts function.

Candidates must be eligible to work in the UK full time without restriction. To apply please send your CV to the e-mail address stated, quoting our reference and specifying which website you saw this position advertised on. Due to the high volume of applications, we receive it is not always possible to respond to unsuccessful applicants. Therefore, if we have not responded to your application within seven days, please note that on this occasion your application has not been successful.