Full-Time Service Manager

Salary: £45,000 – £50,000

Job Summary: Are you an experienced Service Manager with extensive expertise in cloud computing, especially Azure? Do you have strong knowledge of ITIL and ITSM processes and a passion for leveraging AI and automation to improve services? Livestock Information Ltd., a remote company, seeks a highly motivated Service Manager to lead and enhance support services across the business. This role involves managing a multi-vendor support model, driving improvement across the service desk, development teams and product owners, and maintaining adherence to industry best practices (ITIL V4, ISO 27001, ISO 20000).

Responsibilities:

• Track KPIs (incident resolution, service availability, customer satisfaction).
• Enhance IT service management using historical and predictive analytics.
• Use ServiceNow dashboards for real-time service performance visibility.
• Coach and mentor direct reports.
• Manage, motivate, and delegate staff, promoting innovation and continuous improvement.
• Identify and address problems with respective teams.
• Support activities across ITIL functions (service design, transition).
• Take accountability for service performance/KPIs.
• Liaise with internal support teams and senior management.
• Own major incidents, coordinate resolution, and communicate with stakeholders.
• Collaborate with the Service Delivery Manager on process and reporting.
• Work with cross-functional teams, potentially requiring some out-of-hours work for major incident management.

Requirements:

• Strong understanding of ITIL and ITSM processes.
• Knowledge of automation and AI for service improvement.
• Experience in release management.
• Proven experience in a similar role, ideally within an ISO 20000/ISO 27001 accredited organization.
• In-depth knowledge of cloud computing, especially Azure.
• Proven experience in a SIAM Service Model.
• Strong project management skills and ability to lead cross-functional teams.
• Excellent communication and interpersonal skills.
• In-depth knowledge of Service Management tooling (preferably ServiceNow).

Benefits:

• Fully remote and flexible work setup
• 33 days annual leave (including bank holidays)
• 4 x annual salary life assurance
• Market-leading pension scheme
• Enhanced family-friendly policies
• Excellent learning, training, and career development opportunities
• 24/7 Employee Assistance Programme access
• Diverse and inclusive company culture

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