Global IT Service Manager – North America in Peterborough

The role supports our North America business operations and therefore requires regular alignment to US working hours. The successful candidate should be comfortable working later UK hours on weekdays, with the current working pattern typically running until around 10pm UK time, alongside occasional flexibility to work later where business needs require.

Our User Services team at ABF Business Technology Services are looking for a talented Service Manager to join their growing organisation, supporting our North America business operations. In this highly visible role, you’ll act as the key link between BTS and ABF businesses, ensuring high-quality operational services are delivered effectively while driving continuous improvement across a complex, global IT landscape. You’ll work closely with senior stakeholders, technical teams, and cross-functional partners to enhance service performance, champion customer experience, and contribute to the wider BTS strategy and roadmap.

What you'll be doing:

• Act as the primary relationship owner between BTS User Services and ABF business stakeholders across North America.
• Lead and coordinate virtual teams to ensure operational services are aligned to business priorities and strategic objectives.
• Monitor and manage service performance, including SLA achievement, customer satisfaction, and key operational KPIs.
• Identify opportunities for service improvement and proactively drive initiatives that enhance user experience and operational excellence.
• Build strong relationships with senior stakeholders, including Directors and CxO-level leaders, acting as a trusted advisor for operational IT matters.
• Collaborate with Product Managers, Business IT teams, and cross-functional departments to support business transformation and service adoption.
• Support and contribute to the development of the wider Service Management strategy and roadmap.
• Participate in the Duty Manager on-call rota and provide operational support or holiday cover for other Service Managers where required.

What you'll bring:

• Proven experience working within a Service Management environment, either within a global internal IT function or Managed Service Provider (MSP).
• Strong stakeholder management experience with the ability to confidently engage senior business leaders and technical teams.
• Demonstrated experience delivering operational service improvements and driving customer-focused outcomes.
• Excellent communication and presentation skills, with the ability to influence cross-functional teams without direct authority.
• Experience managing multiple priorities and operating effectively within fast-paced, high-pressure environments.
• Strong leadership skills with the ability to motivate, coach, and coordinate virtual teams.
• Knowledge and experience of ITSM toolsets, ideally including ServiceNow.
• Technical awareness of Microsoft platforms, cloud technologies, automation, server infrastructure, and virtualisation technologies.
• Strong analytical and problem-solving skills with a proactive, solutions-focused mindset.
• Experience working within global, multi-cultural organisations and supporting geographically dispersed user bases.
• Willingness to travel occasionally to other business locations, suppliers, or vendors.

Location: Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture.