At a Glance
- Tasks: Manage ITSM solutions, optimise services, and solve problems in a fast-paced environment.
- Company: Join First Orion, a dynamic company tackling scam calls in telecommunications.
- Benefits: Competitive salary, healthcare access, open PTO, and a workplace pension.
- Other info: Energetic and collaborative work culture with excellent career growth opportunities.
- Why this job: Make a real impact in IT service management while working with cutting-edge technology.
- Qualifications: Experience with ITSM processes, monitoring tools, and strong communication skills required.
The predicted salary is between 53300 - 69400 £ per year.
ITSM Service Manager
First Orion UK Limited is a fast‑growing, privately held company focused on eliminating scam and nuisance calls across telecommunications networks.
Headquartered in Little Rock, Arkansas (USA), we are seeking an ITSM Service Manager based in the United Kingdom who will report to the Associate Director, IT Service Management.
The ITSM Service Manager is a full‑time, permanent employee position.
This individual contributor will maintain and support IT Service Management (ITSM) solutions and processes, collaborate with service owners and stakeholders to evaluate and optimise IT services, remove roadblocks, solve problems, and drive delivery in a fast‑paced environment.
The role also coordinates changes to minimise disruption and ensure smooth operations.
No direct people‑management responsibilities.
- What You’ll Do
- Oversee the effective functioning of core ITSM processes for a portfolio of IT services.
- Ensure all IT staff are aligned to support IT services efficiently and in accordance with SLAs.
- Serve as a key service SME in support of incident escalations.
- Produce root‑cause analysis documentation for significant problems.
- Design and implement the monitoring and event management strategy for supported services.
- Maintain accurate information about IT services in the CMDB.
- Oversee change‑management activities for infrastructure, applications, and services.
- Author knowledge‑base articles related to supported IT services.
- Facilitate the remediation of security vulnerabilities.
- Identify opportunities for service improvement and evaluate IT performance against best‑practice KPIs.
- What You’ll Need
- Working knowledge of highly available enterprise IT systems and ITSM/SMO and ITIL processes.
- Expertise with network and application monitoring tools such as New Relic, Zabbix, AWS Cloud Watch, or similar.
- Understanding of ITSM ticketing systems (Service Now, Jira).
- Strong written and verbal communication skills with the ability to clearly document and explain business processes.
- Familiarity with Amazon Web Services (AWS).
- Ability to analyse and support complex client/server applications.
- AWS Cloud Practitioner or other advanced AWS certifications.
- ITIL certification.
- Technical knowledge of common AI tools, such as Microsoft Copilot.
- Experience supporting carrier‑grade networks.
Our work environment is energetic, focused, fun, and collaborative.
Trust and transparency are key, and employees are empowered to make their own decisions.
The role follows UK business hours, with occasional early starts (as early as 6:00 AM UK time) to support overnight maintenance windows aligned with US Central Time.
There is no formal on‑call rotation; business‑hour escalations are supported through a shared resource model.
Applicants must have the legal right to work in the United Kingdom.
Visa sponsorship is not available for this role.
Personal data will be processed by First Orion UK Limited as data controller for recruitment purposes, in accordance with our privacy notice.
The role is based in the United Kingdom.
Salary will be £53,300–£69,400 depending upon experience.
Benefits are provided in accordance with UK employment standards and include access to healthcare through the NHS, open PTO and public holidays in line with statutory requirements, and a workplace pension with employer contribution.
- SENIORITY LEVEL
- Mid‑Senior level
- EMPLOYMENT TYPE
- Full‑time
- JOB FUNCTION
- Information Technology
- INDUSTRIES
- Telecommunications
First Orion is an equal opportunity employer and is committed to creating an inclusive environment for all employees.
All qualified applicants will be considered without regard to race, religion, gender, sexual orientation, age, disability, or any other protected characteristic.
By applying for this role, you acknowledge that your personal data will be processed in accordance with First Orion’s privacy policy.
#J-18808-Ljbffr
ITSM Service Manager employer: First Orion
First Orion UK Limited is an excellent employer, offering a dynamic and collaborative work environment where trust and transparency are paramount. Employees enjoy competitive salaries, comprehensive benefits including NHS healthcare access, open PTO, and a workplace pension, all while being empowered to make impactful decisions in their roles. With a focus on professional growth and a commitment to inclusivity, this position as an ITSM Service Manager provides a meaningful opportunity to contribute to the telecommunications industry from the UK.
StudySmarter Expert Advice🤫
We think this is how you could land ITSM Service Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what First Orion values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges First Orion might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at First Orion!
✨Direct Apply to First Orion
Let's not forget to apply directly through the First Orion website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ITSM Service Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at First Orion.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at First Orion. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at First Orion
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
