At a Glance
- Tasks: Lead and improve technology services, ensuring reliability and security across various IT domains.
- Company: Forward-thinking Housing Association in the North East.
- Benefits: Competitive salary of £62,000, hybrid work, and excellent benefits.
- Other info: Dynamic role with opportunities for professional growth and innovation.
- Why this job: Shape the future of digital services while developing a high-performing tech team.
- Qualifications: Proven ICT leadership experience with strong knowledge of ITIL and ITSM best practices.
The predicted salary is between 60000 - 80000 £ per year.
Do you want to play a key role in shaping the future of digital and technology services within a forward-thinking organisation?
I am working with a Housing Association in the North East to recruit for an IT Service Manager to lead the delivery, stability, security and continual improvement of our technology services.
The role will provide leadership across Service Desk, Cloud Infrastructure, End User Computing, Networks and Cyber Security, ensuring that technology services are reliable, secure and aligned to organisational needs.
This is a key leadership role responsible for operational excellence, service management maturity, cyber resilience and the ongoing development of a high-performing technical team.
You’ll play an important part in balancing operational stability with innovation, helping to modernise services while maintaining a strong focus on customer experience and business outcomes.
The role consists of
- Leading and developing multidisciplinary teams across Service Desk, Infrastructure, End User Computing and Cyber Security.
- Owning and evolving the organisation’s IT Service Management (ITSM) framework and best practice processes.
- Driving continual service improvement and embed a culture of operational excellence.
- Managing and optimise cloud services including Microsoft Azure, Azure Virtual Desktop and Intune.
- Overseeing network infrastructure, security technologies, telephony platforms and core operational systems.
- Ensuring effective cyber security operations, including monitoring, vulnerability management, incident response and endpoint protection.
- Defining and managing service performance through SLAs, OLAs, KPIs and executive reporting.
- Leading supplier and partner relationships, ensuring strong service delivery and value for money.
- Supporting business continuity and disaster recovery planning, including backup and recovery strategies.
- Contributing to ICT strategy, digital transformation programmes and technology modernisation initiatives.
- Acting as a senior escalation point for operational and technical issues.
- Developing team capability through mentoring, coaching and professional development activities.
You’ll be an experienced ICT leader with a proven track record of managing technology operations within a complex environment.
Comfortable leading multidisciplinary teams, you’ll bring experience across service delivery, infrastructure, networking, cloud platforms and cyber security, alongside a passion for developing people and driving high performance.
You’ll have strong knowledge of modern workplace technologies and enterprise infrastructure, with experience of Microsoft Azure, Intune and Azure Virtual Desktop.
You’ll be confident overseeing operational cyber security activities, including incident response, vulnerability management and endpoint protection, while ensuring services remain secure, resilient and aligned to business needs.
A natural collaborator, you’ll be skilled at building relationships with stakeholders, suppliers and partners at all levels.
You’ll have experience embedding IT Service Management best practices, leading continual service improvement initiatives and using service metrics to drive performance and enhance the customer experience.
To be a good fit you need
- Experience embedding ITIL and ITSM best practices including Incident, Change, Problem and Service Request Management.
- Successful track record of supplier and contract management.
- Experience delivering service reporting, KPIs and continual service improvement initiatives.
- Experience supporting business continuity and disaster recovery arrangements.
The salary on offer is £62,000 with some great benefits.
It is a hybrid role with 2 days a week in their office based in the North East.
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IT Service Manager employer: Recruit with Purpose
As a forward-thinking Housing Association, we pride ourselves on being an excellent employer that values innovation and collaboration. Our commitment to investing in data capabilities not only enhances our organisational effectiveness but also fosters a supportive work culture where employees can thrive and grow. With opportunities for professional development and a focus on embedding best practices, this role offers a unique chance to make a meaningful impact in the community while working alongside experienced leaders in a dynamic environment near Liverpool.
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We think you need these skills to ace IT Service Manager
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Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Recruit with Purpose.
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For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
