IT Service Manager

At Health Partners, we pride ourselves on being one of the UK’s leading providers of occupational health and wellbeing solutions. We partner with organisations across diverse industries, helping them to support the physical and mental health of their employees.

Please note that the closing date for this vacancy is subject to change and the advert may close earlier if sufficient applications are received. We encourage early applications to avoid disappointment.

JOB
7317

Would you like to work in a pivotal role at the heart of innovation and excellence? As the IT Service Manager at Health Partners Group, you'll be the driving force behind the seamless delivery, performance, and evolution of our IT Operational services. This is your chance to be the link between technical teams, business stakeholders, suppliers, and end users, ensuring our technology services are not only reliable and secure but also laser-focused on meeting customer needs and advancing business goals.

In this dynamic position, you'll take full ownership of service management processes, spearhead service performance reporting, and lead service governance with a sharp eye on continual improvement. Collaborating closely with the Service Desk, Infrastructure, Applications, Security teams, and trusted third-party providers, you'll play a central role in shaping a high-quality support and service delivery landscape across the organisation. If you're passionate about making an impact and thrive in a fast-paced, forward-thinking environment, this is the opportunity for you to shine!!

We value the people who work with us and our rewards package is reviewed regularly to reflect this. It currently includes:

• Competitive salary, dependent on qualifications and experience.
• Contributory pension scheme(up to 6%).
• Life assurance.
• 25 days of annual leaveplus bank holidays, increasing with length of service.
• A day off for your birthday(non-contractual).
• Discounted gym membership.

• Monitor, report, and ensure IT Ops services meet SLAs, performance, and customer satisfaction targets.
• Maintain the IT Service Catalogue, documentation, and support processes.
• Act as an escalation point for major service issues and lead Continual Service Improvement (CSI) initiatives.
• Identify and implement opportunities for efficiency, automation, and service quality improvements.
• Drive process maturity across Incident, Problem, Change, Request, and Asset Management, ensuring effective incident handling, root cause investigations, and change governance.

• Build strong relationships with business leaders, teams, and suppliers.
• Provide clear communication on service performance, risks, and improvement plans to technical and non-technical audiences.
• Conduct regular service reviews and use user feedback to enhance services.

• Produce service reports, KPIs, and dashboards to support governance meetings and decision-making.
• Monitor performance against SLAs, address gaps, and contribute to IT security and compliance audits.
• Manage IT Events and Complaints procedures and ensure timely reporting.

• Provide access governance reports, audit evidence, and support for regulatory inspections and external audits.

• Significant experience in IT Service Management or Service Delivery Management roles.
• Strong working knowledge of ITIL principles and service management frameworks.
• Experience managing SLAs, OLAs, KPIs, and service reporting.
• Experience of Incident, Problem, Change, Request, and Knowledge Management processes
• Strong stakeholder management and communication skills.
• Ability to analyse complex service data and…