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- Tasks: Oversee daily IT service operations and ensure exceptional service delivery.
- Company: Join MASS, a leader in delivering high-quality services for national security.
- Benefits: Enjoy competitive salary, generous leave, private medical insurance, and career development support.
- Why this job: Make a real impact in a dynamic environment focused on innovation and continuous improvement.
- Qualifications: Experience in IT service management and familiarity with ITIL practices required.
- Other info: Embrace a culture prioritising wellbeing and personal growth.
The predicted salary is between 37000 - 43000 £ per year.
Permanent position in St Neots with a hybrid working model. Salary range: £43,000 - £50,000.
- 25 days annual leave inclusive of up to 3 days Christmas shutdown
- Buy or sell up to 5 days annual leave
- Annual Wellbeing allowance
- Two pension schemes to choose from
- Private Medical Insurance + discounts for additional family members
- Life Assurance scheme up to 4 x salary
- Share Save scheme
- Electric/Hybrid Car leasing scheme
- Cycle to work scheme
- Retail discounts
- Career development support
At MASS, service excellence is central to our mission. We deliver dependable, high-quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach.
We are seeking a driven Service Management professional with a strong record of delivering exceptional service outcomes. Reporting to the Head of Delivery, you will oversee daily service operations, maintain service health, and ensure effective support across a key service area.
You will enhance our delivery model, build strong client relationships, improve processes, and champion continuous improvement, ensuring our services remain robust, efficient, scalable, and aligned with evolving customer needs.
Your responsibilities will include:
- Ensuring daily service performance meets SLAs, KPIs, and availability targets.
- Coordinating and resolving incidents, problems, and changes effectively.
- Continuously monitoring system performance, identifying risks and trends early.
- Producing clear and timely service reports and dashboards.
- Identifying and delivering continuous improvement opportunities.
- Validating and transitioning service changes and enhancements smoothly.
- Ensuring services comply with governance frameworks, operational standards, and external requirements.
- Providing service insights, risks, and recommendations to support wider planning and governance.
The invaluable experience you will bring includes:
- Ability to manage complex operational environments
- Experience in IT service management or similar operational roles
- Familiarity with ITIL or structured service management practices
- Experience managing high-availability or business-critical services
- Understanding of ISO9001, ISO27001, and ISO20000 standards
- Willingness to obtain Security Clearance (SC) (Minimum) and Developed Vetting (DV).
Desirable experience includes working within Defence or Government.
Wellbeing is at the core of our culture, allowing employees to flourish and achieve their full potential. Our people are important to us, and we take pride in our wellbeing programmes and policies that support individuals, including mental health first aiders and readily available support through our extensive employee assistance programme.
Our Non-negotiables: Due to the highly secure nature of the projects that you will be involved with, you must be:
- A Sole UK National and eligible to work in the UK
- Eligible to obtain and maintain a UK Government SC-level security clearance
Apply today to see how working for MASS could work for you!
IT Service Manager employer: MASS Consultants
Contact Detail:
MASS Consultants Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management field. Attend industry events or webinars, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their mission, values, and recent projects. When you apply through our website, make sure to tailor your responses to show how you can enhance their service delivery model.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. Focus on articulating your experience in managing complex operational environments and how you’ve delivered exceptional service outcomes in the past.
✨Tip Number 4
Follow up after your interviews! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the IT Service Manager position.
We think you need these skills to ace IT Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Manager role. Highlight your experience in managing complex operational environments and any familiarity with ITIL practices. We want to see how your skills align with our mission of delivering exceptional service outcomes.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service excellence and how you can enhance our delivery model. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Relevant Experience: When detailing your work history, focus on your achievements in IT service management or similar roles. Mention specific examples where you've improved processes or built strong client relationships. We’re all about continuous improvement, so show us how you’ve contributed!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at MASS Consultants
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in past roles, especially in managing high-availability services. This will show that you understand structured service management practices and can bring that expertise to the table.
✨Demonstrate Your Problem-Solving Skills
Prepare examples of how you've effectively coordinated and resolved incidents and problems in complex operational environments. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your ability to meet SLAs and KPIs while maintaining service health.
✨Showcase Continuous Improvement Mindset
Think about specific instances where you've identified and delivered continuous improvement opportunities. Discuss how these improvements enhanced service delivery or client relationships, as this aligns perfectly with the company's mission of fostering innovation and scalability.
✨Understand Governance Frameworks
Familiarise yourself with ISO standards relevant to the role, such as ISO9001, ISO27001, and ISO20000. Be prepared to discuss how you've ensured compliance with governance frameworks in your previous positions, as this is crucial for the role at MASS.
