IT Service Manager

Recruitment Agency Ref: (phone number removed)

Goodman Masson are working with a non-for-profit international development organisation to recruit for an IT Service Manager on an interim basis. This role will include managing the outsourced IT infrastructure and support services through the external provider. It will also include triaging any escalated user issues, providing fixes where appropriate, and managing broader IT procurement and suppliers.

Rate: £400 per day inside IR35 (umbrella)
Duration: 3 months
Location: Central London (minimum on-site requirement twice per week)

The successful candidate will be responsible for:

Improving service levels from external IT service providers to the organisation
Undertaking a review of current service levels and developing a plan for improvement across the business
Ensuring continuous improvement through regular feedback mechanisms and staff engagement etc.
Triaging and arranging the fix of escalated user issues
Acting as the main point of contact for IT service issue escalations
Managing the relationship with external IT service providers
Leading on the supplier management of the external service provider, identifying areas for improvement, and increasing the service provided while ensuring value for money
The successful candidate will have:

Strong experience in IT Service Management
Experience negotiating contract terms with external service providers and ensuring accountability against SLAs
Experience of improving service levels within a corporate setting
Strong stakeholder management experience
Customer service approach
Excellent interpersonal skills to communicate effectively with technical and non-technical end users
To apply or for more information, please get in touch with Kirsty Mah on (phone number removed) or email

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you