IT Service Manager – ServiceNow/ITIL – Birmingham City Centre

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IT Service Manager – ServiceNow/ITIL – Birmingham City Centre

IT Service Manager required for an organisation based in Birmingham City Centre, where you will play a key role in ensuring that IT services provide continuous value to the organisation in line with business requirements. You will provide day-to-day service management ownership for service operations process and procedures. A key part of the position will be to lead supplier adherence to SLA’s, ensuring that services are delivered in line with targets/expectations.

The ideal candidate for the role will have solid experience providing incident, problem and change management across multiple suppliers. Experience and understanding of ITIL and ServiceNow are also highly desirable for the position.

Service Management/ServiceNow/Supplier Relationship/ITIL

Key Responsibilities of the role

  • Provide service management for the IT service support operation, and in other areas where change/management determine this to be appropriate.
  • Manage SLA’s and perform SLA reviews within the business, to ensure agreed service levels are maintained or exceeded.
  • Lead supplier adherence to SLA’s to ensure that services delivered are meeting or exceeding expectations.
  • To own, drive and tack the implementation of Service Improvement plans, to increase process and service maturity.
  • Lead the incident and problem management process to ensure service impact to the business is communicated efficiently and resolution activities have full ownership.

Key Skills of the role

  • Experience of managing external suppliers to service level agreements.
  • Experience of providing incident, problem and change management oversight across multiple suppliers.
  • Experience of managing service management tools, specifically ServiceNow.
  • Knowledge and understanding of managing IT process and procedure.
  • Ability to use initiative to provide ideas and alternatives to encourage a more efficient service.
  • Ability to analysis service reports, metrics and KPI’s.
  • Essential to have at least ITIL V3 Foundation.


The salary for this position is up to £45,000 per annum, dependent on the experience, plus benefits.

Interested?! Send your up to date CV to Ian Tittley at Crimson for review

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Crimson are acting as an employment agency in regards to this vacancy

IT Service Manager – ServiceNow/ITIL – Birmingham City Centre

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