IT Service Manager

Location: Magor

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About

The Role

The IT Service Delivery Manager ensures efficient, secure, and scalable delivery of IT services across the organization. Acting as the single front door for IT services, this role manages service operations, infrastructure, cloud environments, and change processes, while driving automation and continuous improvement.

Service Delivery & Operations

• Own the end-to-end IT service delivery lifecycle, including incident, problem, change, and request management.
• Maintain and improve ITIL-based processes for service management.
• Ensure SLAs and OLAs are met across all IT services.
• Act as escalation point for major incidents and coordinate resolution.

Cloud & Infrastructure Management

• Oversee hybrid infrastructure (on-prem and cloud) operations and optimization.
• Ensure cloud security posture assessments are conducted regularly.
• Manage SaaS integrations and lifecycle, including vendor relationships.

Governance & Compliance

• Implement and maintain IT governance frameworks aligned with SOC2 Type II and ISO
  27001.
• Ensure compliance with data protection regulations and internal security policies.
• Maintain accurate documentation for audits and certifications.

Project & Change Management

• Plan and deliver IT projects, ensuring alignment with enterprise architecture and API integration strategy.
• Coordinate with Dev Ops and Cyber teams for seamless deployments and security controls.
• Drive automation and efficiency improvements in service delivery.

CI/CD Ownership

• Own and manage the Continuous Integration/Continuous Deployment (CI/CD) pipeline as part of change management.
• Ensure all releases follow controlled, auditable processes aligned with ITIL and security standards.
• Collaborate with Development Operations to integrate automated testing and release management.
• Monitor and optimize CI/CD performance to reduce deployment errors and downtime.

Requirements Gathering for Service Definition

• Lead requirements gathering for new and existing IT services to ensure clarity, scalability, and alignment with business needs.
• Define service catalog entries, including SLAs, OLAs, and support models.
• Engage stakeholders to capture functional and non‑functional requirements for service onboarding.
• Document service definitions and maintain them within the ITSM platform.
• Ensure service definitions align with enterprise architecture and compliance standards.

Stakeholder Engagement

• Act as the primary liaison between IT and business units for service‑related matters.
• Provide regular reporting on service performance, risks, and improvement plans.
• Support onboarding processes for new tools and capabilities.

Team Leadership

• Lead and mentor IT support and infrastructure teams.
• Foster a culture of continuous improvement and customer‑centric service.

About You

We are looking for someone who has strong change management experience as well as managing complex technical environments.

• Strong knowledge of ITIL, service management, and governance frameworks.
• Experience in cloud platforms (Azure, AWS, Google) and SaaS lifecycle management.
• Familiarity with SOC2, ISO
  27001, and regulatory compliance.
• Hands‑on experience with CI/CD tools (Azure Dev Ops, Jenkins, Git Hub Actions).
• Excellent stakeholder management and communication skills.
• Leadership experience in IT operations and infrastructure teams.

SFIA 9 Skills Mapping Table Responsibility Area SFIA Skills & Level

Service Delivery & Operations

ITOP L5, ITSM L5, SLMO L5

Cloud & Infrastructure Management

INDA L5, CLOU L5, SCTY L5

Governance & Compliance

GOVN L5, AUDT L5, RSCH L4

Project & Change Management

PRMG L5, CHMG L5, METL L4

CI/CD Ownership

RELM L5, SWDN L4, TEST L4

Requirements Gathering

REQM L5, BUAN L5, DESN L4

Stakeholder Engagement

RLMT L5, CNSL L5, COMS L5

Team Leadership

LEAD L5, PEMT L5, ORCH L4

About Us

At Indigo, you'll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms…