IT Service Manager

At Health Partners, we pride ourselves on being one of the UK’s leading providers of occupational health and wellbeing solutions. We partner with organisations across diverse industries, helping them to support the physical and mental health of their employees.

Please note that the closing date for this vacancy is subject to change and the advert may close earlier if sufficient applications are received. We encourage early applications to avoid disappointment.

JOB7317

Role Outline:

Would you like to work in a pivotal role at the heart of innovation and excellence? As the IT Service Manager at Health Partners Group, you'll be the driving force behind the seamless delivery, performance, and evolution of our IT Operational services. This is your chance to be the link between technical teams, business stakeholders, suppliers, and end users, ensuring our technology services are not only reliable and secure but also laser-focused on meeting customer needs and advancing business goals.

In this dynamic position, you'll take full ownership of service management processes, spearhead service performance reporting, and lead service governance with a sharp eye on continual improvement. Collaborating closely with the Service Desk, Infrastructure, Applications, Security teams, and trusted third-party providers, you'll play a central role in shaping a high-quality support and service delivery landscape across the organisation. If you're passionate about making an impact and thrive in a fast-paced, forward-thinking environment, this is the opportunity for you to shine!!

What’s In It for You?

We value the people who work with us and our rewards package is reviewed regularly to reflect this. It currently includes:

• Competitive salary, dependent on qualifications and experience.
• Contributory pension scheme(up to 6%).
• Life assurance.
• 25 days of annual leaveplus bank holidays, increasing with length of service.
• A day off for your birthday(non-contractual).
• Discounted gym membership.

What You’ll Be Doing:

Service Management & Improvement

• Monitor, report, and ensure IT Ops services meet SLAs, performance, and customer satisfaction targets.
• Maintain the IT Service Catalogue, documentation, and support processes.
• Act as an escalation point for major service issues and lead Continual Service Improvement (CSI) initiatives.
• Identify and implement opportunities for efficiency, automation, and service quality improvements.
• Drive process maturity across Incident, Problem, Change, Request, and Asset Management, ensuring effective incident handling, root cause investigations, and change governance.

Stakeholder Engagement

• Build strong relationships with business leaders, teams, and suppliers.
• Provide clear communication on service performance, risks, and improvement plans to technical and non-technical audiences.
• Conduct regular service reviews and use user feedback to enhance services.

Service Reporting & Governance

• Produce service reports, KPIs, and dashboards to support governance meetings and decision-making.
• Monitor performance against SLAs, address gaps, and contribute to IT security and compliance audits.
• Manage IT Events and Complaints procedures and ensure timely reporting.

Identity and Access Management

• Provide access governance reports, audit evidence, and support for regulatory inspections and external audits.

What We Are Looking For:

• Significant experience in IT Service Management or Service Delivery Management roles.
• Strong working knowledge of ITIL principles and service management frameworks.
• Experience managing SLAs, OLAs, KPIs, and service reporting.
• Experience of Incident, Problem, Change, Request, and Knowledge Management processes
• Strong stakeholder management and communication skills.
• Ability to analyse complex service data and develop actionable improvement plans.
• Experience working with third-party suppliers and support partners.
• Strong customer service focus and commitment to continuous improvement.
• Experience leading service improvement initiatives.
• Excellent organisational and prioritisation skills.
• ITIL Foundation Certification (V3+)

If you also have the below, that would even better!

• Experience within healthcare, occupational health, or regulated environments.
• Experience with HaloITSM, ServiceNow, or similar ITSM platforms.
• Knowledge of Microsoft 365, Azure, Entra ID, Endpoint Management, and Cyber Security practices.

Location

Remote (UK Based Only)

Whilst our team operates remotely, we maintain a cohesive and friendly work environment through constant use of Teams chat and video meetings. This way of working is crucial for sustaining our open culture and warm dynamics of our team and require this role to be a part of that.

Please note that this job advert is for remote working from home in the UK only. Applicants must ensure they are able to legally work and reside in the UK. Unfortunately, we are unable to offer sponsorship either now or at any time in the future.

Hours

37.5 hours

About Health Partners

Health Partners are committed to transforming the way health and wellbeing services are delivered in the UK. As one of the UK’s leading providers of occupational health and wellbeing solutions, we work with organisations across a wide range of industries to support the physical and mental health of their employees. Our mission is simple: to empower people to lead healthier, happier, and more productive lives.

With a strong focus on innovation and excellence, Health Partners combines clinical expertise with a personal, compassionate approach. Our multidisciplinary team of healthcare professionals, including occupational health advisors, physicians, physiotherapists, and counsellors, delivers tailored, evidence-based solutions designed to meet the unique needs of our clients and their workforce.

We pride ourselves on fostering long-term partnerships built on trust, professionalism, and results. Whether it’s through workplace health assessments, proactive wellbeing initiatives, or mental health support, Health Partners is dedicated to making a real difference.

At the heart of Health Partners is a culture of collaboration and continuous improvement. We believe in investing in our people and providing opportunities for growth, ensuring that our employees feel valued and inspired to deliver their best. By joining Health Partners, you’ll become part of a dynamic team that’s passionate about driving positive change in the workplace and beyond.

Diversity & Inclusion Statement

Health Partners are a proud member of the Disability Confident employer scheme

Health Partners are extremely proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We aim to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds.

Diversity and Inclusion forms an integral part of everything that we do, bringing together the best talent, helping people to realise their full potential by being yourself at work and delivering an outstanding service to everyone – regardless of difference.

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