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 CloudWatch, or similar.
• Understanding of ITSM ticketing systems (ServiceNow, 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.

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.

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.