IT Service Manager in North East

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.

#J-18808-Ljbffr