Job Description
Join Us as an IT Service Manager – Drive Service Excellence Across the Organisation
We’re hiring a skilled IT Service Manager to lead service delivery and operational excellence across our organisation. In this role, you’ll ensure IT services meet agreed SLAs, support seamless service transitions during change projects, and manage incident resolution for key services. As our IT Service Manager, you’ll play a key role in maintaining reliability, improving service quality, and ensuring stakeholder satisfaction. You’ll also act as the primary contact for service-related queries, fostering strong internal and external relationships. This is a great opportunity to make a meaningful impact in a dynamic, community-focused environment.
Key Responsibilities of the IT Service Manager
As our IT Service Manager, you’ll be responsible for:
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Leading and maintaining the delivery of consistent, high-quality IT services.
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Ensuring SLAs are met across all departments and functions.
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Acting as the main point of contact for internal service-related matters.
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Supporting service transition activities for change projects.
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Developing service transition plans that reduce disruption to operations.
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Driving incident management, ensuring swift resolution and long-term fixes.
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Identifying and executing continuous improvement initiatives.
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Managing IT supplier relationships and monitoring contract performance.
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Collaborating with stakeholders to enhance service efficiency and satisfaction.
What You’ll Need to Succeed as an IT Service Manager
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Degree or equivalent qualification/experience in IT, Computer Science, or related field.
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Proven experience as an IT Service Manager or in a similar IT leadership role.
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In-depth knowledge of ITIL principles; certification is a plus.
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Strong skills in managing service transitions and incident processes.
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Experience with vendor management and contract negotiations.
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Excellent communication and stakeholder engagement skills.
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Analytical mindset and a drive for process improvement.
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Familiarity with project management methodologies (desirable).
Your Role as an IT Service Manager: Key Focus Areas
Service Management Excellence
Deliver seamless service experiences by ensuring IT support and operations meet internal needs.
Strategic Service Transition
Support change projects through well-managed service onboarding and integration activities.
Vendor and Relationship Management
Build partnerships with suppliers to ensure value for money and sustained service quality.
Employee Benefits
As part of our co-operative, you’ll enjoy:
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30 days annual leave (inc. bank holidays, pro-rata)
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Pension scheme – up to 12% employer contributions
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Generous staff discounts across all our businesses
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Annual bonus schemes to reward great work
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Investors in People – Platinum employer status
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Continuous learning and career progression support
About Us
Lincolnshire Co-op has grown since 1861 into a successful, values-led organisation with over 220 outlets and nearly 3,000 colleagues. We support our communities through charity initiatives, member dividends, and service investments. As a member-owned business, we focus on long-term impact and high standards of service. Learn more about our mission and people on our website.