IT Services Manager

Salary: £38,000 - 42,000 per year

Requirements

• We are looking for an experienced IT operations or IT service management professional with strong leadership skills.
• We need someone able to manage IT Cluster Leads and a central Service Desk in a multi-site environment.
• We require experience owning incident, request, problem and change processes, aligned to ITIL.
• We are seeking someone with experience in IT procurement, asset management and supplier relationship management.
• We need a candidate who can work collaboratively with senior stakeholders and translate strategy into effective operational delivery.
• We require strong knowledge of service desk tooling, device workflows and operational IT systems.
• We are looking for someone with the ability to maintain documentation, system maps and operational workflows.
• We require someone who can pass an enhanced DBS check upon joining us.
• We prefer candidates with experience in the education sector or a similar complex, customer-facing environment.
• We require someone based in or able to travel to Plymouth, Devon and client sites as needed.

Responsibilities

• We lead company-wide IT service operations and ensure business-as-usual delivery.
• We line manage Service Leads and the central Service Desk.
• We own incident, request, problem and change management processes.
• We manage IT procurement, assets and supplier relationships.
• We act as the key operational escalation point for IT service issues.
• We drive service consistency, standards and continuous improvement across the organisation.
• We own the solution architecture, design and optimisation of operational IT systems, including Service Desk tooling and device workflows.
• We collaborate with Infrastructure and Governance Leads to ensure alignment with strategic and compliance requirements.
• We maintain architectural documentation, system maps and operational workflows.
• We oversee day-to-day IT service operations across the business.
• We ensure SLA performance, ticket responsiveness and customer satisfaction targets are met.
• We manage resourcing and workload distribution based on demand.
• We lead operational incident, request, problem and change processes in line with ITIL principles.

Technologies

• ITIL
• Support

More

We are recruiting for a permanent IT Services Manager role based in Plymouth, Devon, with a remote working arrangement and travel to client sites. We work in the education sector and operate across multiple sites, supporting staff and students with high-quality IT services. The role is a senior operational position working closely with our Head of IT and Infrastructure to turn strategy into effective delivery. We offer a salary of £40,000 per year, 25 days holiday plus bank holidays, a pension scheme with a 22% local government contribution, life insurance and additional benefits. This is an opportunity to join a collaborative team and help us drive service improvement and operational excellence across our organisation.

last updated 22 week of 2026