The Service Management Manager is a leadership role responsible for driving service excellence, operational maturity, and consistent delivery across the entire IT organisation. Acting as the Director’s deputy, the role provides strategic oversight of service operations, ensures alignment with governance and compliance frameworks, and leads the evolution of ITSM capabilities to support a scalable, resilient and customer- centric IT function.
This role owns the IT service management roadmap, champions best practice (ITIL, ISO, NIS2), and ensures that processes, tooling, and behaviours across Infrastructure, Service Desk, Cyber Security and Applications are cohesive, measurable and continuously improving. The postholder will represent IT in cross-functional forums, lead incident, problem and change Governance and serve as the escalation point for service performance and operational risk.
- Significant experience in IT Service Management leadership within a medium or large organisation.
- English is essential, both written and verbal. Fluency in both German is preferred.
• Proven track record of maturing ITSM processes and driving operational excellence.
• Experience acting as a deputy or second-in-command to senior IT leadership.
• Strong background in incident, problem, change, and service performance
management.
• Demonstrable experience leading cross-functional teams and influencing senior
stakeholders.
• Experience working within regulated or compliance-driven environments (ISO27001,
NIS2, GDPR).
• Hands-on experience with modern ITSM platforms (Ivanti, ServiceNow, Jira Service
Management, Freshservice, etc.).
• Strong understanding of infrastructure, service desk operations, and cyber security
interdependencies.
• ITIL v3/4/5 Managing Professional or Strategic Leader certification.
• ISO27001 Lead Implementer or Auditor (advantageous).
• Experience with NIS2-aligned operational governance.
• Project or programme management certification (PRINCE2, Agile PM, PMP).
• Experience implementing service automation, self-service portals, and workflow
optimisation.
• Strong analytical skills with experience using service metrics, dashboards, and
reporting tools.
• Excellent communication, stakeholder management, and leadership capability.
IT Service Management Manager employer: Infinigate Holding AG
Infinigate is an exceptional employer that fosters a collaborative and inclusive work culture, making it an ideal place for ambitious sales professionals. With a focus on employee development and a supportive team environment, you will have the opportunity to thrive in the dynamic field of cyber security while enjoying the flexibility of a hybrid working model from our South Cerney or Woking offices. Join us to take ownership of your role and aim high in your career with meaningful growth opportunities.
