IT Service Improvement Managet

The Opportunity

Our client is a large, complex organisation undertaking a significant transformation of its Technology Operations function. As part of a newly established leadership team, they are seeking an experienced IT Service Improvement Manager to drive service excellence, improve operational performance and introduce innovative automation solutions that enhance both colleague and customer experiences.

The Role

As part of a wider target operating model transformation designed to support substantial future growth, this newly created leadership position will play a key role in shaping how IT services are delivered, helping to establish consistent service standards, improve user engagement and identify opportunities to increase efficiency through automation and AI-enabled solutions.

Working closely with senior technology leaders, you will lead a team focused on service improvement initiatives whilst partnering with stakeholders across the organisation to understand challenges, identify opportunities and deliver measurable business value.

Key Responsibilities

• Develop and implement a continuous service improvement strategy across IT operations.
• Identify opportunities to automate manual processes and improve service delivery through modern technologies, AI and low-code/no-code platforms.
• Lead service improvement initiatives from concept through to implementation and adoption.
• Act as a key stakeholder in the evolution and optimisation of the organisation's IT Service Management platform.
• Use data, reporting and service metrics to identify trends, drive efficiencies and improve service performance.
• Work collaboratively with technology and business teams to ensure services remain customer-focused and aligned to organisational needs.
• Build strong relationships across the business to improve communication and engagement with IT.
• Lead, coach and develop a team of Service Improvement and Application Support professionals.
• Promote a proactive rather than reactive approach to service management and operational excellence.

The Person

With proven experience leading IT Service Improvement, Service Management or Service Transformation initiatives, you will possess:

• Strong understanding of ITSM best practices and service delivery frameworks.
• Experience implementing automation solutions that deliver measurable operational improvements.
• Familiarity with AI, with experience of workflow automation or low-code platforms such as Power Platform, Power Automate or similar technologies.
• Experience working with service management platforms such as ServiceNow or equivalent ITSM tools.
• Strong stakeholder management skills with the ability to influence at all levels of an organisation.
• Experience managing and developing technical teams.
• A data-driven mindset with the ability to translate operational insights into tangible improvements.
• A hands-on approach combined with strategic thinking and leadership capability.