IT Service Manager

IT Service Manager

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.

Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.

Our company is split into two business areas:

• Utility Infrastructure – Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK's largest network owners and operators.
• Social Infrastructure - Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Job Description

Role Purpose

The IT Service Manager is responsible for the effective delivery and continuous improvement of IT support services, including the Service Desk, 1st Line, and 2nd Line support. This role ensures that service levels meet or exceed agreed SLAs and KPIs, while also playing a key role in onboarding and integrating IT services for newly acquired entities.

Key Responsibilities

Service Delivery & Operations

• Work with support team leads to manage the performance of IT operations and the performance of the Service Desk, 1st Line, and 2nd Line support teams.
• Ensure timely and effective resolution of incidents and service requests.
• Monitor and report on SLA and KPI performance, identifying trends and areas for improvement.
• Drive a culture of customer service excellence and continuous improvement.
• Manage escalations, issues, problems, and requirements.
• Identify and progress Continual Service Improvement initiatives.

Reporting & Metrics

• Produce regular reports on service performance, including SLA compliance, ticket volumes, resolution times, and customer satisfaction.
• Present insights and recommendations to senior IT leadership to inform strategic decisions.

Service Integration for Acquisitions

• Act as the primary IT service lead for onboarding new acquisitions into the IT support model.
• Assess existing IT service capabilities of acquired entities and develop integration plans.
• Coordinate with project teams to ensure smooth transition and minimal disruption to users.

Process & Governance

• Maintain and improve ITIL-aligned service management processes (e.g., Incident, Request, Problem, and Change Management).
• Ensure documentation, knowledge base articles, and support procedures are up to date and accessible.

Key Relationships

• Internal: CTO, Head of IT, infrastructure support teams, application support teams, Pillar/Business Units.
• External: Vendors, Managed Service Providers, acquisition stakeholders.

Qualifications

Skills & Experience

Essential:

• Previous experience in IT service management or support leadership roles.
• Strong understanding of ITIL principles and service management frameworks.
• Experience managing SLAs, KPIs, and service reporting.
• Excellent communication, stakeholder engagement, and team leadership skills.
• Experience supporting a large user base (e.g., 1000+ users).

Desirable:

• Experience with service integration during mergers or acquisitions.
• Familiarity with ITSM tooling including HaloITSM.
• ITIL Foundation certification (or higher).

Additional Information

Benefits:

• Health Cash Plan
• Life Assurance
• Pension Scheme
• Holidays – 26 days annual leave + 8 bank holidays, with the option to buy more.
• Offering hybrid working with 4 days in the office and 1 day at home
• Discounts & Perks – savings on tech, retail, gym memberships, bike purchases, RAC cover, and more.
• Employee Assistance Programme – 24/7 confidential support for health, legal, and financial matters.

Join us at United Infrastructure today and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.