FDM Group
Information Technology Service Management Consultant
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IT Service Manager
FDM is a global business and technology consultancy seeking an IT Service Manager to work for our client within the public sector. This is initially a 5-month contract with the potential to extend and will be a hybrid role that will be based in Leeds.
The IT Service Manager is responsible for ensuring the effective delivery, governance, and continual improvement of IT services across the organisation. The role will lead IT Service Management (ITSM) processes, drive service excellence through the adoption of ITIL best practices, and act as the business owner for the ServiceNow platform.
Working closely with internal technology teams, third-party suppliers, and business stakeholders, the IT Service Manager will ensure high levels of service performance, customer satisfaction, operational stability, and compliance with agreed service levels.
Responsibilities
- Own and govern IT Service Management (ITSM) processes aligned to ITIL best practices.
- Act as the Service Owner for the ServiceNow platform, driving adoption, optimisation, and continuous improvement.
- Lead and manage Incident, Major Incident, Problem, Change, Request, and Service Level Management processes.
- Chair Change Advisory Board (CAB) meetings and oversee change governance.
- Monitor and report on service performance against SLAs, KPIs, and operational targets.
- Drive continual service improvement initiatives through data analysis, customer feedback, and industry best practices.
- Manage relationships with internal stakeholders, third-party suppliers, and managed service providers.
- Lead service review meetings and provide regular reporting to senior leadership.
- Ensure accurate ServiceNow configuration, CMDB governance, and service data quality.
- Act as the escalation point for service delivery issues and drive resolution of critical incidents.
- Develop and maintain ITSM policies, procedures, and service management standards.
- Promote a customer-focused culture and ensure a high level of service satisfaction across the business.
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About You
- ITIL v4 Foundation certification (essential).
- ServiceNow Certified System Administrator (CSA) or ITSM certification (desirable).
- ITIL Managing Professional, Agile, Prince2, or equivalent certifications (desirable).
- Proven experience in an IT Service Manager, Service Delivery Manager, or similar ITSM leadership role.
- Strong hands-on experience with ServiceNow ITSM modules and service management reporting.
- Excellent knowledge of ITIL principles and ITSM process governance.
- Experience managing Incident, Problem, Change, Request, and Service Level Management processes.
- Demonstrated experience driving service improvement and operational excellence initiatives.
- Strong stakeholder management skills with the ability to influence at all levels of the organisation.
- Experience managing third-party vendors and service providers against contractual SLAs and KPIs.
- Strong analytical, problem-solving, and decision-making capabilities.
- Excellent communication, presentation, and leadership skills.
- Experience working within complex enterprise or multi-site environments.
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About Us
FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.
Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
Why Join Us
- Career coaching, mentoring and access to upskilling throughout your entire FDM career
- Assignments with global companies and opportunities to work abroad
- Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
- Annual leave and workplace pension
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