IT Service Manager

We have an exciting opportunity for an IT Service Manager 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. As the IT Service Manager you will be responsible for the effective delivery and performance of IT services across the Digital, HR, and Finance portfolios. 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. 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. Key Responsibilities

• Manage IT services across the entire lifecycle for your assigned business area, ensuring they align with business needs and operational requirements.
• Act as the Subject Matter Expert (SME) for your service portfolio, providing guidance and oversight.
• Monitor and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring performance targets are met and services remain supportable and maintainable.
• Oversee change management to ensure system stability and service availability are maintained, particularly within your business area.
• Develop and nurture relationships with Suppliers and Partners to continuously improve service performance, collaboration, and support within your assigned business area.

What are we looking for?

• Proven track record in developing and managing relationships with key suppliers, ensuring that they meet their contractual agreements
• 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.
• Working experience of ITSM tooling, preferably ServiceNow
• Proven track record of working with an outsourced delivery model for service.
• Working experience of Jira and Confluence
• Excelling in your approach, you'll be able to influence and build relationships quickly with key stakeholders, our customers and 3rd parties.
• Be commercially aware and through robust processes and controls, ensure the delivery of accurate, timely, and compliant reporting and risk management.
• Strong verbal and written communication skills is key

What's in it for you?

• You will work in a diverse team that pursues a working environment where everyone can be authentic and feel a sense of belonging.
• Modern flexible working, the opportunity to work collaboratively in our Head Office of Watford 3 days a week and remotely from home.
• Competitive annual salary and annual bonus.
• Contributory pension with enhanced options, life assurance and private medical cover
• 26 days holiday plus bank holidays.
• We have rewards & discounts with over 1,000 retailer offers available including 20% discount.

About Us: Wickes is a multi-channel retailer operating in the home improvement market. With 40 years in industry, Wickes now generates revenue in excess of £1.3Bn across 230 stores delivered by 8,000+ colleagues. 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. Please contact us here if you require any adjustments within the application process. 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,this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form. Closing date for applications is 22/6/2025