At a Glance
- Tasks: Lead and develop a Service Desk team while enhancing IT service delivery.
- Company: Established technology services business focused on innovation and improvement.
- Benefits: Competitive salary, hybrid working, shares scheme, medical insurance, and professional training.
- Other info: Opportunity for career growth in a dynamic and supportive environment.
- Why this job: Shape IT services with automation and AI for a better customer experience.
- Qualifications: 5+ years in IT Service Management, ITIL certified, and strong analytical skills.
The predicted salary is between 57704 - 70528 £ per year.
Are you an experienced IT Service Manager who enjoys developing people and improving how IT services work?
Have you used automation or AI to make support faster, simpler and more effective?
We’re partnering with an established technology services business to recruit an IT Service Manager.
You’ll lead a Service Desk team of three and take ownership of service performance, the ITSM platform and continual improvement.
Reporting to the Head of IT / Business Unit Manager, you’ll have the opportunity to shape service delivery, strengthen governance and turn business priorities into practical improvements.
- What you’ll be doing
- Lead, coach and develop the Service Desk team, setting clear objectives and building capability.
- Own the Service Desk platform and the processes supporting incident management and service requests.
- Strengthen ITIL practices across problem, change, service transition and service level management.
- Use dashboards, SLAs, KPIs and customer feedback to identify issues and demonstrate improvements.
- Introduce automation and AI to reduce manual work and improve the customer experience.
- Lead major incidents and escalations, keeping stakeholders informed and ensuring follow-up actions address root causes.
- Manage supplier performance, support commercial decisions and oversee service budgets.
- Build and deliver a service improvement roadmap aligned with business priorities.
- What we’re looking for
You’ll bring at least five years’ experience in a similar IT Service Manager role, with responsibility for service delivery, customer experience and continual improvement.
You’ll also need
ITIL certification , supported by practical experience applying the framework.
- Experience managing and developing a Service Desk team.
- Ownership of an ITSM platform, with examples of improvements delivered through automation or AI.
- Strong analytical skills and experience turning service data into measurable results.
- Confidence managing major incidents, challenging suppliers and communicating with senior stakeholders.
- Commercial awareness, including experience overseeing budgets, costs and service value.
- What’s on offer
Alongside a competitive salary based on experience, benefits include hybrid working, a company shares scheme, pension, medical insurance, a healthcare cash plan, enhanced family leave and investment in professional training and memberships.
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IT Service Manager in Coventry employer: Franklin Fitch
As a Service Coordinator at our dynamic MSP, you'll thrive in a collaborative and supportive work culture that values innovation and proactive problem-solving. We offer competitive salaries, hybrid working options, and ample opportunities for professional growth, allowing you to expand your role and engage in exciting operational projects. Join us in a vibrant location where your contributions will be recognised and rewarded, making a meaningful impact on our business and customers alike.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Manager in Coventry
✨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 Franklin Fitch 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 Franklin Fitch 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 Franklin Fitch!
✨Direct Apply to Franklin Fitch
Let's not forget to apply directly through the Franklin Fitch 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 IT Service Manager in Coventry
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 Franklin Fitch.
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 Franklin Fitch. 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 Franklin Fitch
✨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.
