Contract Length: 3 Months ASAP Start

Day Rate: £500 pd to £550 pd (Inside IR35)

Hybrid: 2 days on site (Cambridge)

Overview

Experienced IT Service Management professional responsible for leading service assurance and transition processes, ensuring new and evolving services meet high-quality standards and are delivered effectively into live operations.

Key Responsibilities

• Primarily focused on BAU service assurance and transition activities
• Involvement in features and product support within live environments
• Lead the design, governance, and continuous improvement of service assurance and transition processes.
• Define and track performance metrics to drive efficiency, quality, and process maturity.
• Support delivery teams and stakeholders in applying ITSM best practices across projects.
• Ensure services are production-ready through collaboration, validation, and effective Early Life Support (ELS) planning.
• Support the process of accepting services into live environments, ensuring all entry criteria are met.
• Work closely with Project Managers (PMs), who own the service design, to validate readiness for go-live.
• Review and assure go-live checklists provided by PMs, confirming all requirements are completed.
• Verify that service readiness and ELS criteria are fully met before transition into live.
• Provide Level 1 support and contribute to ongoing service stability post go-live.
• Focus on business-as-usual (BAU) activities, supporting live services, features, and products.

Experience & Skills

• 10+ years’ experience in IT Service Management, with leadership in service design, transition, or assurance.
• Strong background in service assurance and transition, with proven ability to deliver smooth go-lives.
• Experience in governance, compliance, and large-scale IT environments.
• Solid understanding of IT infrastructure, SDLC, and project delivery frameworks.
• Ability to ensure service readiness and seamless transition into live environments.
• Strong stakeholder collaboration skills, particularly working alongside Project Managers and delivery teams.
• ITIL 4 certification (preferred).

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Salary: £70–85k + strong benefits package
Location: Surrey (3 days onsite + occasional travel to regional offices)

You’ll play a key leadership role within a growing technology function, overseeing service operations, managing a multi-disciplinary team, and acting as the bridge between internal stakeholders, external partners, and end users.

This is a highly visible role focused on service excellence, platform reliability, and continuous improvement.

What You’ll Be Doing

• Lead and manage a team responsible for 3rd line support and platform operations across a complex technology estate
• Own ITIL service operations including Incident, Change, Problem and Major Incident Management
• Act as the primary service lead, ensuring delivery aligns with SLAs, KPIs, and contractual expectations
• Drive service reporting, governance forums, and stakeholder communication at all levels
• Oversee platform performance across data warehouse, SaaS, PaaS and IaaS environments
• Manage supplier relationships, ensuring accountability and performance against agreed service standards

What We’re Looking For

• Proven experience leading technical service or platform teams in a complex environment
• Strong understanding of ITILv4 service management principles (certification required)
• Experience managing SaaS, PaaS and/or IaaS platforms within enterprise environments
• Ability to operate as a senior stakeholder interface, translating technical concepts into business outcomes
• Experience owning service governance, reporting, and stakeholder engagement
• Strong vendor and supplier management experience
• Experience with tools such as Jira (or similar service management platforms)

Sound like you? Please apply directly for more detail.

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Location: Manchester (Hybrid/Mainly Remote)

Salary: up to £65k + bonus + benefits package

Ideally looking for people who can start immediately or <2 weeks, as this role will be temp to perm with initial contract expected to run until Oct 2025. Contract rate will be £450 a day, Inside IR35

You’ll need proven experience as a Service Delivery Manager in a fast paced, complex environment with a natural ability to establish and nurture relationships with internal stakeholders and external partners.

Key Responsibilities:

• You’ll be involved in a variety of tasks that requires management of Service Delivery and Transition, and the ongoing maintenance of the support relationships with Customers and Partners.
• To manage the service relationships between key customers and the IT service desk in the supply of managed services and support, ensuring that the contracted services meet or exceed agreed levels to the satisfaction of the customers.
• Build relations with keys clients to become their point of contact, technical advisory and to proactively position potential solutions.
• Drive customer and third-party service review meetings covering performance, service improvements, quality and processes.

Ideally you’ll have:

• Strong & proven service delivery manager experience with a strong understanding of ITIL/ITSM processes.
• Experience of implementing new IT standards, creating knowledge artefacts and writing documentation
• Confident communication skills with the ability to manage a wide range of stakeholders
• Experience dealing with operational complaints, escalations and SLA failures
• Ability to create service delivery reports, ideally using PowerBi

Unfortunately we are unable to consider candidates who now/will require sponsorship to work in the UK.

Interesting in hearing more? Please apply directly for more detail.

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Leeds, UK (1x a week) | Full-time | £60,000 – £65,000

We’re looking for an ITSM Specialist to help shape and improve service management processes across a large, complex organisation. 

This is a process-focused role – ideal for someone passionate about embedding best practices, delivering continual improvement, and enabling teams to achieve operational excellence.

What you’ll do:

• Own and enhance the Incident process – from guidance to analytics and continual service improvement (CSI).
• Research, develop, and implement industry best practice.
• Act as Major Incident Manager on a rota basis.
• Provide process expertise and support for IT projects.
• Deliver process analytics to inform decisions and improvements.
• Educate IT and business teams on ITSM processes and customer experience.
• Explore and implement ServiceNow best practice enhancements.
• Support audits, accreditations, and project objectives.
• Keep up-to-date with industry developments through forums and memberships.

What you’ll bring:

• ITIL v3 Foundation (working towards v4).
• Experience across ITIL General Management & Service Management practices.
• Strong leadership skills and experience working across multiple teams.
• Excellent communication, interpersonal and relationship-building skills.
• Proactive, customer-focused approach with the ability to manage priorities in a fast-paced environment.
• Enterprise/Agile/Modern experience is a nice to have.

If you’re ready to take ownership of ITSM processes and deliver real change in a dynamic, international environment, we’d love to hear from you. Apply now

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About the Role:

We are working with a high-growth, multi-site organisation seeking a Head of IT Operations to join their Dublin HQ. Reporting directly to the IT Director, this is a strategic and hands-on leadership role responsible for the delivery and ongoing optimisation of IT operations, infrastructure, security, and service delivery. This is a hybrid position (3 days in-office, 2 remote).

The successful candidate will lead internal teams, own relationships with critical service providers, and play a pivotal role in shaping the future of IT Operations across the business.

Key Responsibilities:

• Define and deliver a strategic roadmap for IT Operations, ensuring robust, secure, and scalable infrastructure and services.

• Lead, coach and develop two internal teams: Infrastructure & Security Operations, and IT Service Delivery.

• Implement and mature ITIL-aligned service management practices, embedding a culture of service excellence across the organisation.

• Act as a senior escalation point for IT-related issues, providing clear and effective communication to non-technical senior stakeholders.

• Oversee IT infrastructure and enterprise architecture, including LAN/WAN/WLAN, cloud services (Azure & AWS), domain services, servers, hosting, EUC, and security tooling.

• Monitor infrastructure lifecycle management and define/deliver continuous improvement projects.

• Drive cybersecurity standards and compliance, managing risk, vulnerabilities, and adherence to frameworks such as ISO27001, NIST, PCI-DSS and GDPR.

• Manage and optimise third-party relationships, including managed service providers, ensuring contractual and operational performance.

• Own operational and capital budgets for IT Operations, ensuring strong financial governance, forecasting, and reporting.

• Deputise for the IT Director where required—supporting with strategy, policy, senior communication, and group-wide alignment.

• Collaborate with Group IT and wider business teams to align IT Operations strategy and delivery with broader business and technology goals.

Key Requirements:

• Proven experience leading IT Operations, Service, or Infrastructure functions in a multi-site, fast-paced environment.

• Strong track record in IT Service Management, with experience implementing or maturing ITIL-based frameworks.

• Broad technical expertise across infrastructure, cloud (Azure, AWS), domain services, networking, security, and endpoint management.

• Hands-on knowledge of security controls and tooling, including firewalls, SIEM, EDR/XDR, and compliance frameworks.

• Demonstrated success in managing, mentoring, and developing high-performing technical teams.

• Experience managing critical suppliers and MSPs, including contract negotiation and performance management.

• Strong commercial acumen with experience creating, managing, and reporting against OPEX and CAPEX budgets.

• Excellent communication and stakeholder engagement skills—comfortable influencing and advising at senior levels.

• A proactive, adaptable, and resilient leader who thrives in a growing and evolving organisation.

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Rate (Outside/Inside): £500-£550 Inside IR35

Duration: 6 months (Initial term probable extension)

Location: 2 days in Central London per week

We are seeking an experienced ITSM Consultant to join a huge implementation project in a Not-for-Profit Company. This role is critical in acting as the SME in Service Delivery where you will focus on look at the breadth and implementation ITSM processes.

Your Role:

As an ITSM Consultant, you will focus on the strategic direction, governance, and implementation of IT Service Management (ITSM) processes, with a focus on ITIL Problem, Incident, Change and Service Request Processes.

Your Responsibilities:

• Act as the primary liaison between the external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs within IT Service Delivery.
• Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
• Lead initiatives supporting the IT Service Delivery roadmap and global standardization goals.
• Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
• Serve as a change advocate, supporting organizational change management and user adoption efforts.
• Act as the main point of contact for business escalations.

Key Qualifications:

• ITIL certification
• SIAM Solution Experience.
• Proven background in IT Service Management with a strong focus on service delivery.
• Passionate about enhancing service quality and delivering an exceptional end-user experience.
• Strong leadership and people management skills.
• Excellent relationship management and communication abilities (written and verbal), with experience engaging at all levels, from front-line users to executives.
• Experience collaborating with third parties and managing outsourced service providers.
• Strong understanding of how business and IT changes impact operations.
• Flexible, with a willingness to work outside of regular business hours to support global teams.

If this is a role you are interested in, please apply below

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Location: Hampstead Heath – 3 days a week

Type: Full-time, Permanent

Team Size: Small team leadership (1 direct reports)

Salary: £65,000 + Benefits

The Company

We are working with a rapidly growing Global Entertainment company who are investing heavily in technology and supplier partnerships to deliver robust, scalable, and future-ready solutions across every part of our business.

You Role

As an IT Supplier Manager, you’ll play a pivotal role in the strategic management of their technology supplier ecosystem. You’ll be responsible for defining product roadmaps, managing service quality, ensuring alignment with business objectives, and maintaining strong governance frameworks.

You’ll also oversee contract performance and contribute to innovation and transformation efforts across multiple technology domains.

This role is perfect for someone who thrives on ownership, cross-functional collaboration, and driving measurable impact through supplier relationships.

Key Responsibilities

• Lead supplier strategy and governance for a defined technology category.
• Develop and maintain product roadmaps and manage supplier backlogs.
• Ensure suppliers deliver exceptional performance, innovation, and continuous improvement.
• Collaborate closely with service operations to track performance trends and resolve root causes of recurring issues.
• Work with commercial and legal teams to ensure supplier contracts offer robust controls around service, continuity, cybersecurity, and compliance.
• Conduct structured service reviews using scorecards and performance data.
• Provide coaching and mentorship to team members, supporting their development and progression.

Key Skills

• Proven experience managing a diverse portfolio of technology suppliers.
• Strong background in vendor governance, backlog management, and agile delivery.
• Ability to translate technical insight into commercial outcomes.
• Experience building or modernising supplier management frameworks.
• Strategic thinking, exceptional communication skills, and commercial acumen.
• Comfortable working across a matrixed organisation with multiple stakeholder groups.
• Experience with SaaS providers, contracts, and performance optimisation.
• Leadership experience with a focus on team development and coaching.

If this sounds like you, Please apply below

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If you’ve led Service Transition workstreams across complex environments and enjoy shaping what “ready for BAU” really looks like, this one’s for you.

A global organisation is embarking on a large-scale change programme and needs someone who can take ownership of all things Early Life Support and Service Transition. You’ll be working closely with delivery partners and internal teams to make sure new services land smoothly, support teams are equipped, and the business gets what it needs without disruption.

This isn’t a firefighting role – it’s about planning ahead, building structure, and making sure there’s a clear and confident path from project to operations.

What you’ll be doing:

• Leading Service Transition planning across a major business-wide programme.

• Defining entry/exit criteria and making sure they’re met.

• Ensuring support teams are trained, prepped, and ready.

• Coordinating knowledge transfer, documentation, and operational handover.

• Working closely with suppliers, internal teams, and stakeholders across the business.

• Tracking early life performance and feeding improvements into BAU.

What we’re looking for:

• 5+ years of experience in Service Transition.

• Comfortable managing third parties and internal teams in a complex environment.

• Knowledge of ITIL (Foundation or above).

• Experience with large-scale platform or ERP transitions (e.g. D365 or similar).

• Strong coordination, communication, and stakeholder management skills.

• ServiceNow experience.

This is a hybrid role with 2-3 days per week in Bath. It’s a fixed-term contract for 18 months, offering up to £67,000 + benefits.

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Location: Paddington 1x a month

Work Pattern: Remote

Salary: £85,000 – £90,000 + Benefits

A Global Financial Services Client with c 5000 userbase is undergoing a digital transformation and looking for a Senior Applications Manager to lead their Finance Systems, including NetSuite.

Your responsibilities:

• Lead and evolve core finance platforms, ensuring scalability and compliance.
• Manage a small in-house team and third-party vendors.
• Drive the technical roadmap and cross-system integrations (e.g. HR, CRM, Data).
• Support acquisitions and ensure seamless onboarding into finance systems.
• Collaborate with finance stakeholders and IT leaders to align tech with business goals.

Your experience:

• 5+ years’ NetSuite experience.
• Strong experience in a global environment.
• Strong technical leadership and vendor management experience.
• Familiar with platform governance, change control, and integration projects.

If this role sounds like a great fit for you, please apply below!

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Rate: £400-450 Outside IR35

Duration: 6 months (possible extension or perm)

Location: London (2 days/week in-office)

A global client is seeking an experienced IT Service Manager for a 6-month contract. The role will involve overseeing a managed service provider (MSP) at a governance level—ensuring that incidents are managed efficiently and service delivery meets high standards.

Key Responsibilities:

• Manage the MSP relationship and ensure service delivery is aligned with business needs.
• Oversee processes and governance to ensure the MSP’s performance meets expectations.
• Drive high-level service management, focusing on customer outcomes rather than ITIL processes.
• Provide incident process expertise, ensuring that incidents are handled promptly and effectively.

Ideal Candidate:

• Proven experience managing Tier 1 outsourced providers
• Background in financial services or customer-facing industries is a plus.
• Strong knowledge of ITSM processes and incident management.
• Excellent stakeholder management and leadership skills.

Does this role sound like a good fit for you? Please apply below

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Rate: £500-600 Inside IR35

Duration: 6 months (possible extension or perm)

Location: London (2 days/week in-office)

We are seeking experienced IT Service Managers to join a major industry program, ensuring service readiness for a key go-live milestone in September 2025.

Role Overview

As an IT Service Manager, you will be responsible for overseeing IT service delivery across multiple suppliers, ensuring seamless coordination, and maintaining high service standards. You will play a key role in major incident management, supplier coordination, and continuous service improvement.

Key Responsibilities

• Service Delivery Management – Ensure IT services meet SLAs/KPIs and align with business needs.
• SIAM-Based Supplier Coordination – Manage vendor interdependencies for effective end-to-end service delivery.
• Major Incident Management (MIM) – Lead incident response and resolution, including out-of-hours support on a rota basis.
• Continuous Service Improvement (CSI) – Identify and implement enhancements to service efficiency and quality.
• Governance & Compliance – Ensure IT service operations comply with industry regulations and internal policies.
• Risk Management – Address service-related risks, disaster recovery, and contingency planning.
• Stakeholder Engagement – Act as a key liaison between technical teams, suppliers, and senior management.

What We’re Looking For

• Proven experience as an IT Service Manager within an ITIL framework.
• Strong vendor and stakeholder management skills in a complex, multi-supplier environment.
• Experience with major incident management and service improvement initiatives.
• Knowledge of SIAM models and best practices in IT service delivery.
• Ability to work in a fast-paced and regulatory-driven environment.

If you are an IT Service Manager looking for an exciting opportunity to contribute to a high-profile industry program, apply today!

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