At a Glance
- Tasks: Lead and improve critical IT services while collaborating with diverse teams.
- Company: Join a professional environment focused on service excellence and innovation.
- Benefits: Competitive salary, career growth, and the chance to influence technology services.
- Other info: Opportunity for SC level security clearance and working with experienced teams.
- Why this job: Make a real impact on service delivery and customer satisfaction in a dynamic role.
- Qualifications: Extensive IT service management experience and strong stakeholder engagement skills.
The predicted salary is between 60000 - 80000 £ per year.
We are seeking a Senior IT Service Manager to take ownership of the performance, governance and continual improvement of critical IT services. This is an outstanding opportunity to play a leading role in ensuring service excellence across a diverse technology estate while working closely with customers, technical teams and key stakeholders. The successful candidate will combine strong operational leadership with strategic thinking, helping to shape service delivery, drive customer satisfaction and ensure services evolve in line with business needs.
As Senior IT Service Manager, you will be responsible for overseeing the delivery and continuous improvement of multiple IT services, ensuring they remain reliable, secure and aligned to both customer requirements and organisational objectives. Working across a broad range of stakeholders, you will act as the central point of coordination between customers, operational teams, project delivery functions and technical specialists. You will lead service reviews, manage major service issues, identify improvement opportunities and ensure the effective governance of service management processes.
This role requires an individual who can balance operational excellence, customer engagement and commercial awareness while maintaining a strong focus on service quality and performance.
Key Responsibilities- Lead the delivery and management of business-critical IT services across multiple platforms and service lines.
- Build and maintain strong relationships with customers, acting as a trusted advisor on service performance, risks and improvement opportunities.
- Coordinate cross-functional delivery teams to resolve service issues, incidents and service-related challenges.
- Manage service performance against agreed KPIs, SLAs and operational targets.
- Lead monthly and quarterly service review meetings, presenting performance data, trends, risks and recommendations.
- Identify, develop and implement continual service improvement initiatives that enhance customer experience and operational efficiency.
- Ensure Incident, Problem, Change and Request Management processes are operating effectively and consistently.
- Work closely with Service Transition, Project Managers, Technical Architects and Product teams to support service delivery and change initiatives.
- Analyse business and technical requirements, ensuring solutions are deliverable, sustainable and aligned with operational capability.
- Contribute to service proposals, change requests and service enhancements, balancing customer requirements with commercial and operational considerations.
- Maintain compliance with relevant service management standards, policies and governance frameworks, including ISO-aligned best practices.
- Produce and present high-quality management information and service reporting to support informed decision-making and risk management.
- Extensive experience within large-scale, complex IT service delivery environments.
- Proven track record in IT Service Management, operational leadership and customer engagement.
- Strong understanding of the end-to-end service life cycle, including service design, transition and operational support.
- Hands-on experience using enterprise ITSM platforms such as ServiceNow.
- Broad technical understanding across infrastructure, applications, networks and support services.
- Experience managing service performance, governance and continual improvement initiatives.
- Excellent stakeholder management and communication skills, with the ability to engage at both technical and senior leadership levels.
- ITIL 4 Managing Professional certification or equivalent Service Management expertise.
- Relevant IT qualification or significant equivalent industry experience.
- Experience supporting international or geographically dispersed service environments.
- Public sector experience.
- Knowledge of supplier and third-party service management.
- Understanding of cybersecurity principles and modern IT and communications technologies.
- Strong commercial awareness with experience balancing customer outcomes, service quality and contractual obligations.
This is an opportunity to influence the performance and future direction of critical technology services within a highly professional environment. You'll work alongside experienced technical and operational teams, lead meaningful service improvements and play a key role in delivering exceptional outcomes for customers.
If you are an experienced Service Management professional looking for a role that combines operational leadership, customer engagement and strategic service improvement, we would love to hear from you. This role will be subject to SC level security clearance. While it is an advantage to currently hold this level of security clearance, it is not essential. However, you MUST be eligible for this level of clearance.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
Senior IT Service Manager in Milton Keynes employer: Hays Technology
Join a dynamic technology team as an Application Engineer/Web Developer, where innovation meets collaboration in a fast-paced environment. Enjoy flexible working arrangements and an industry-leading benefits package, including a generous bonus and pension scheme, while contributing to the development of high-quality digital platforms. With ample opportunities for professional growth and a culture that promotes knowledge sharing and best practices, this role is perfect for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Service Manager in Milton Keynes
✨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 Hays Technology 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 Hays Technology 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 Hays Technology!
✨Direct Apply to Hays Technology
Let's not forget to apply directly through the Hays Technology 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 Senior IT Service Manager in Milton Keynes
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 Hays Technology.
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 Hays Technology. 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 Hays Technology
✨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.
