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For Companies At a Glance
- Tasks: Lead IT service delivery, focusing on incident, problem, change, and asset management.
- Company: Join a dynamic organisation committed to reliable and secure IT services.
- Benefits: Enjoy a hybrid work model with opportunities for professional growth and development.
- Why this job: Be at the forefront of IT operations, making a real impact on user experience and security.
- Qualifications: Experience in managing IT services and knowledge of ITIL practices are essential.
- Other info: This role requires 3-4 days on-site in London each week.
The predicted salary is between 48000 - 72000 £ per year.
To ensure the effective day-to-day delivery of IT services across both shared and in-house environments, with a strong focus on ITIL disciplines – Incident, Problem, Change, and Asset Management – and Cyber Security risk management . The postholder will act as the customer-facing lead for operational IT, ensuring services are reliable, secure, and responsive to user needs.
Key Responsibilities
- Manage the performance and quality of outsourced, shared service and in-house IT services
- Own and operate the ITIL processes: Incident , Problem , Change , and Asset Management
- Act as the operational interface with the other organisation (the shared service provider)
- Maintain the CMDB and configuration item lifecycle tracking
- Lead on cyber security risk assessments , patch assurance , vulnerability management , and coordination with SOC/XDR providers
- Ensure compliance with cyber and data protection standards (e.g. Cyber Essentials)
- Monitor service level agreements (SLAs), escalate issues, and lead service reviews
- Coordinate change activity to ensure minimal business disruption
- Deliver customer-focused service improvement initiatives
- Support audits and business continuity planning
Essential Skills and Experience
- Demonstrable experience managing operational IT services in a mixed shared service / in-house / outsourced environment
- Deep knowledge of ITIL v4 practices, especially Incident, Problem, Change, and Asset Management
- Experience with service desk systems and CMDBs
- Familiarity with cybersecurity operations (e.g., vulnerability scanning, patch management, access reviews)
- Strong stakeholder engagement and supplier management skills
- Ability to maintain service performance under pressure and manage conflicting priorities
- A pragmatic, delivery-focused mindset – not a strategic/consultancy focus
Relevant SFIA Skills and Levels: Ideally you should have the following SFIA Skills Profiles.
| SFIA Code | Skill Name | Recommended Level | Relevance |
| ITOP | IT Operations Management | Level 5 | Day-to-day IT service delivery including in-house systems |
| USUP | Incident Management | Level 5 | Owns the incident process and ensures restoration of service |
| PBMG | Problem Management | Level 5 | Root cause analysis and avoidance of recurring incidents |
| CHMG | Change Management | Level 5 | Authorises, schedules, and reviews IT changes |
| ASMG | Asset Management | Level 5 | Owns and manages the asset lifecycle (including CMDB) |
| SCTY | Information Security | Level 5 | Applies and oversees operational security practices |
| SURE | Security Operations | Level 4-5 | Coordinates patching, vulnerability management, incident response |
| RLMT | Stakeholder Relationship Management | Level 5 | Acts as customer liaison for IT service experience |
| SUPP | Supplier Management | Level 5 | Manages relationships and performance of service providers |
| COPL | Change and Transformation Mgmt | N/A | Not required – this role is operational, not transformational |
This role is 3-4 days on site in London per week, to start as soon as possible. If interested in the role, please can you apply in the first instance and if suitable, we will be in touch.
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IT Services Manager employer: Investigo Limited
Contact Detail:
Investigo Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Services Manager
✨Tip Number 1
Familiarise yourself with ITIL v4 practices, especially in Incident, Problem, Change, and Asset Management. Being able to discuss these processes confidently during your interview will demonstrate your expertise and understanding of the role.
✨Tip Number 2
Showcase your experience with service desk systems and CMDBs. Prepare specific examples of how you've managed these tools in past roles, as this will highlight your hands-on experience and ability to maintain service performance.
✨Tip Number 3
Emphasise your familiarity with cybersecurity operations. Be ready to discuss your involvement in vulnerability scanning, patch management, and incident response, as these are crucial for the role and will set you apart from other candidates.
✨Tip Number 4
Prepare to demonstrate your stakeholder engagement and supplier management skills. Think of instances where you've successfully managed relationships and resolved conflicts, as this will show your ability to act as a customer liaison effectively.
We think you need these skills to ace IT Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing operational IT services, particularly in shared service and in-house environments. Emphasise your knowledge of ITIL practices, especially Incident, Problem, Change, and Asset Management.
Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of the role's responsibilities. Discuss your experience with cyber security risk management and how you've successfully managed stakeholder relationships in previous roles.
Showcase Relevant Skills: Clearly outline your relevant skills, such as your familiarity with service desk systems, CMDBs, and cybersecurity operations. Use specific examples to illustrate how you've applied these skills in past positions.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Services Manager.
How to prepare for a job interview at Investigo Limited
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL v4 practices, especially in Incident, Problem, Change, and Asset Management. Be prepared to discuss how you've applied these processes in previous roles.
✨Demonstrate Cyber Security Awareness
Given the focus on cyber security risk management, be ready to talk about your experience with vulnerability scanning, patch management, and compliance with standards like Cyber Essentials. Share specific examples of how you've managed these aspects.
✨Emphasise Stakeholder Engagement Skills
This role requires strong stakeholder engagement and supplier management skills. Prepare to discuss how you've successfully managed relationships with both internal teams and external service providers in the past.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle conflicting priorities and maintain service performance under pressure. Think of examples where you've successfully navigated such challenges and be ready to share them.
