IT Service Manager in London

Type of Contract: Fixed term 12 Months (with possibility for Permanent)

Salary: Up to £60,000 per annum depending on experience

About Oxford International Education Group

This is a newly created and genuinely exciting opportunity to shape how service management operates across the business. You will introduce best‑practice approaches, refine processes, and bring fresh ideas that elevate the performance, reliability, and maturity of our IT services. If you enjoy building structure, improving workflows, and being the calm centre of escalation, this role gives you the space and influence to make a real impact.

Main Duties and Responsibilities

• Service Performance & Reporting: Produce clear KPI and SLA reporting, analyse trends, and drive actions that improve service quality
• Escalation Management: Act as the primary escalation point for core business systems, ensuring issues are resolved quickly and effectively (working closely with 3rd party vendors)
• Operations & Incident Management: Lead incident coordination, root‑cause analysis, and communication to stakeholders.
• Change Management Support: Work closely with technical teams to ensure changes are assessed, approved, and implemented safely.
• Stakeholder & Vendor Management: Manage relationships with 3rd‑party suppliers, run service review meetings, and ensure vendors meet contractual obligations.
• Business Partnering: Liaise with key business functions and the central technology team to address any service challenges that exist.
• Process Improvement: Implement and model ITSM best practices (e.g. ITIL) to streamline workflows and enhance service maturity.
• Continuous Service Improvement (CSI): Drive improvements across service processes and tooling, increase service maturity, automation, and efficiency.

Person Specifications

• Legal status: Eligibility to live and work in the UK, Enhanced DBS disclosure check or overseas equivalent
• Qualifications: ITIL Foundation, ITIL advanced (Desirable), Degree in IT / Computer Science or equivalent experience (Desirable)
• Experience and knowledge: Proven experience in IT Service Management, Strong track record managing incident, change, and SLA-driven environments, Experience managing third-party suppliers and outsourced services, Experience with ITSM tools (e.g. Freshdesk), Experience with ITIL or similar service management frameworks, Good understanding and application of ITSM frameworks (Best practice), Work with business areas to understand key issues and create plans to improve services (Continuous improvement), Creation of key management information, plans and reports for business areas e.g. SLA performance, Major incident frequency and resolution time, Vendor performance against contractual SLAs, Reduction in repeat incidents/ root cause analysis, Service improvement
• Skills and Abilities: Strong problem-solving and escalation management capability, Good understanding and awareness of AI tools to enhance and support service management, Comfortable leading escalations and driving resolution under pressure, Analytical mindset with the ability to turn data into actionable insights, Confident communicator who can engage stakeholders at all levels, Highly presentable with excellent interpersonal and communication skills (written and verbal), Can-do attitude, with a strong work ethic and ability to manage tight deadlines, Resourceful, insightful, and inquisitive - able to identify gaps or weaknesses in data and apply a methodical approach to problem-solving, Ability to work in a fast and dynamic environment

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities and may be subject to periodic revision.

Oxford International is committed to safeguarding and promoting the welfare of children, and applicants must be willing to undergo child protection screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service. This role involves working with children and is exempt from the Rehabilitation of Offenders Act 1974.

Oxford International is an equal opportunity employer. Every applicant and employee has the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.

We reserve the right to close this vacancy earlier than the advertised closing date should we receive a high volume of suitable applications. We therefore encourage interested candidates to apply as early as possible.