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Open nowPosted 36 hours agoWe saw it 68 min after it went up

IT Service Management Manager

Infinigate Holding AG24 open roles

Pay
£85,000 a year
Where
United Kingdom
Work mode
Hybrid
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Your applicationOpen nowIT Service Management ManagerInfinigate Holding AG · United Kingdom

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The clock on this job

Early applications get read.

14.0% of postings close within 7 days. Measured by our own scanner across the market. Infinigate Holding AG postings stay open a median of 9 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.7%3 days
  3. 14.0%7 days
  4. 22.5%14 days
  5. 38.3%30 days
  6. 59.0%60 days
This job: posted 36 hours ago

Infinigate Holding AG median: 9 days open

The posting

Job description

The Service Management Manager is a leadership role responsible for driving service excellence, operational maturity, and consistent delivery across the entire IT organisation. Acting as the Director’s deputy, the role provides strategic oversight of service operations, ensures alignment with governance and compliance frameworks, and leads the evolution of ITSM capabilities to support a scalable, resilient and customer- centric IT function.

This role owns the IT service management roadmap, champions best practice (ITIL, ISO, NIS2), and ensures that processes, tooling, and behaviours across Infrastructure, Service Desk, Cyber Security and Applications are cohesive, measurable and continuously improving. The postholder will represent IT in cross-functional forums, lead incident, problem and change Governance and serve as the escalation point for service performance and operational risk.

  • Significant experience in IT Service Management leadership within a medium or large organisation.
  • English is essential, both written and verbal. Fluency in both German is preferred.

• Proven track record of maturing ITSM processes and driving operational excellence. • Experience acting as a deputy or second-in-command to senior IT leadership. • Strong background in incident, problem, change, and service performance management. • Demonstrable experience leading cross-functional teams and influencing senior stakeholders. • Experience working within regulated or compliance-driven environments (ISO27001, NIS2, GDPR). • Hands-on experience with modern ITSM platforms (Ivanti, ServiceNow, Jira Service Management, Freshservice, etc.). • Strong understanding of infrastructure, service desk operations, and cyber security interdependencies. • ITIL v3/4/5 Managing Professional or Strategic Leader certification. • ISO27001 Lead Implementer or Auditor (advantageous). • Experience with NIS2-aligned operational governance. • Project or programme management certification (PRINCE2, Agile PM, PMP). • Experience implementing service automation, self-service portals, and workflow optimisation. • Strong analytical skills with experience using service metrics, dashboards, and reporting tools. • Excellent communication, stakeholder management, and leadership capability. Deputy Leadership o Act as deputy to the Director of IT & Cyber Security, providing leadership coverage, decision-making support, and operational oversight when required. o Able to represent and support IT & Cyber in senior leadership meetings, steering groups, and governance boards. o Provide coaching and direction on Service Management to team leads across IT.

Service Management Ownership o Own and evolve the IT Service Management strategy, ensuring alignment with organisational goals and compliance requirements. o Lead the maturity uplift of ITSM processes including Incident, Request, Problem, Change, Release, Knowledge, Asset, and Configuration Management. o Maintain and improve the ITSM framework, ensuring processes are documented, adopted, and continuously improved.

Operational Excellence o Oversee service performance, SLAs, KPIs, and customer satisfaction metrics across all IT functions. o Chair major incident reviews, problem management forums, and service review meetings and others in the service of Service Management. o Ensure consistent root cause analysis, trend identification, and proactive service improvement initiatives

Governance & Compliance o Ensure ITSM processes support ISO27001, NIS2, GDPR/UK GDPR, and internal audit requirements. o Maintain service-related risk registers, operational controls, and evidence for audits. o Work closely with Cyber Security to ensure operational processes support secure-by-design principles.

Tooling & Automation o Own the roadmap for ITSM tooling (e.g., Ivanti, ServiceNow, Jira Service Management), ensuring effective use, automation, and integration. o Drive adoption of self-service, knowledge management, and workflow automation.

Stakeholder & Customer Engagement o Act as the senior point of contact for service performance, customer experience, and operational escalations. o Build strong relationships with business stakeholders, ensuring IT services are aligned with business needs and expectations.

Continuous Improvement & Culture o Champion a culture of accountability, transparency, and service excellence. o Lead service improvement programmes, maturity assessments, and capability uplift across IT Foundations. o Mentor team members and promote professional development in ITSM disciplines

Job benefits

  • Up to £85,000 salary per annum
  • 25 days annual leave rising to 28 days with length of service, plus bank holidays.
  • Day off on your birthday.
  • 2 paid volunteer days per year
  • Additional holiday purchase scheme
  • Electric Car Lease Scheme
  • Cycle to work scheme
  • Life assurance of 4 x basic salary and group income protection from start date
  • 5% employer matched pension contributions after 3 months service.
  • Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
  • Hybrid working arrangements and standard office working hours are 9am – 5.30pm
  • Employee assistance programme for practical and emotional support.
  • Free parking and complimentary refreshments onsite.
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