<div><div><span style="font-family: arial; font-size: small; color: rgb(34, 34, 34);">We have an exciting opportunity for an<strong> IT Service Manager </strong>to join our Tech Operations team. Reporting to the Head of Service Management and Transition, you will play a key role in providing leadership, guidance, and structure to both Business Stakeholders and Technology Service Partners, ensuring the delivery of exceptional IT services that enhance our customer experience.</span></div><div><font color="#222222" size="2" face="arial"><div><br></div><div>As the<strong> IT Service Manager</strong> you will be responsible for the effective delivery and performance of IT services across the <strong>Digital, HR, and Finance portfolios</strong>. This role ensures that services meet agreed service levels, support business objectives, and continually improve. You will manage the end-to-end service life-cycle, including incident, problem, and change management, and work closely with key stakeholders to ensure IT services are aligned with business needs. You will also play a key role in service transition for new solutions, ensuring smooth handover into live support and the delivery of business value.</div><div><br></div><div>As part of a transformation programme into a standalone PLC business, this is a great time to join us and be part of a new technology team. If you're looking for a new, challenging role where you can truly add value, then please read on.</div><div><br></div><div><br></div><div><strong>Key Responsibilities</strong></div><div><ul><li>Manage IT services across the entire lifecycle for your assigned business area, ensuring they align with business needs and operational requirements.</li><li>Act as the Subject Matter Expert (SME) for your service portfolio, providing guidance and oversight.</li><li>Monitor and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring performance targets are met and services remain supportable and maintainable.</li><li>Oversee change management to ensure system stability and service availability are maintained, particularly within your business area.</li><li>Develop and nurture relationships with Suppliers and Partners to continuously improve service performance, collaboration, and support within your assigned business area.</li></ul></div><div><br></div><div><strong>What are we looking for?</strong></div><div><ul><li>Proven track record in developing and managing relationships with key suppliers, ensuring that they meet their contractual agreements</li><li>ITIL service management certification, V3 or V4 is preferred but not essential to manage the full service lifecycle effectively, from design to transition to continuous improvement.</li><li>Working experience of ITSM tooling, preferably ServiceNow</li><li>Proven track record of working with an outsourced delivery model for service.</li><li>Working experience of Jira and Confluence</li><li>Excelling in your approach, you’ll be able to influence and build relationships quickly with key stakeholders, our customers and 3rd parties.</li><li>Be commercially aware and through robust processes and controls, ensure the delivery of accurate, timely, and compliant reporting and risk management.</li><li>Strong verbal and written communication skills is key</li></ul></div><div><br></div><div><strong>What’s in it for you?</strong></div><div><ul><li>You will work in a diverse team that pursues a working environment where everyone can be authentic and feel a sense of belonging.&nbsp;</li><li>Modern flexible working, the opportunity to work collaboratively in our Head Office of Watford 3 days a week and remotely from home.</li><li>Competitive annual salary and annual bonus.</li><li>Contributory pension with enhanced options, life assurance and private medical cover</li><li>26 days holiday plus bank holidays.</li><li>We have rewards &amp; discounts with over 1,000 retailer offers available including 20% discount.</li></ul></div><div><br></div><div><strong>About Us:</strong></div><div>Wickes is a multi-channel retailer operating in the home improvement market.&nbsp; With 40 years in industry, Wickes now generates revenue in excess of £1.3Bn across 230 stores delivered by 8,000+ colleagues.</div><div><br></div><div>But it is the Wickes’ culture that is considered its best-kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a willingness to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.</div><div><br></div><div>Please contact us&nbsp;<a href="https://www.wickescareers.co.uk/reasonable-adjustments" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.wickescareers.co.uk/reasonable-adjustments&amp;source=gmail&amp;ust=1665218416227000&amp;usg=AOvVaw2727RLDdu25CVf4RaodB8R" style="color: rgb(17, 85, 204);">here</a>&nbsp;if you require any adjustments within the application process.&nbsp; If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note,&nbsp;this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form.</div><div><br></div><div><em><strong>Closing date for applications is 22/6/2025</strong></em></div></font></div></div><div><font size="2" face="arial"><br></font></div><div><br></div>