We are hiring for the role of IM Service Manager to improve the effectiveness, maturity and governance of IT services across Element Six. The role acts as the operational bridge between service strategy and service execution, ensuring that processes, standards and governance frameworks are defined, embedded and continually improved.
Working closely with service providers, technical teams and business stakeholders, this role will be key to driving operational consistency, service performance improvement, process compliance and practical delivery of continual service improvement. The successful candidate will balance process leadership and operational governance with targeted support for day-to-day service activity.
Key Responsibilities
- Turn service strategy into action by embedding practical, consistent and well-governed ways of working across global IT services.
- Lead continual service improvement, identifying inefficiencies, recurring issues and opportunities to simplify, standardise or automate.
- Own key IT service management processes, with particular responsibility for problem management, root cause analysis and reducing repeat incidents.
- Drive operational governance, using service data to highlight performance, risk, control gaps and the actions needed to improve.
- Hold service providers to account, monitoring delivery, challenging underperformance and ensuring commitments are followed through.
- Improve service quality and user experience by addressing failure demand, strengthening operational controls and tracking measurable outcomes.
- Support the successful transition of new and changed services, ensuring ownership, support arrangements, knowledge and controls are in place.
- Strengthen asset and lifecycle governance, improving the accuracy, compliance and reliability of hardware, software and configuration information.
- Build strong stakeholder relationships, translating operational issues into clear business impact, priorities and decisions.
- Champion a culture of ownership and improvement, coaching teams and partners to adopt effective service management practices.
- ITIL 4 Foundation or higher.
- Experience managing IT service management processes and continuous improvement.
- Experience working with outsourced or multi-sourced service providers.
- Strong governance, facilitation and action-management capability.
- Strong analytical skills, with the ability to turn service data into clear priorities.
- Confident stakeholder communication and constructive challenge.
- Ability to manage competing operational and improvement priorities.
Desirable but not essential
- Lean Six Sigma or equivalent improvement qualification.
- Experience supporting global IT services.
- Experience using ServiceNow or a comparable ITSM platform.
- Experience supporting service transformation and transition.
- Knowledge of asset, configuration and lifecycle management practices.
All applicants must be able to provide documentation verifying their eligibility to work in the UK. Visa sponsorship is not provided for this role.