Service Manager

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Job Description

Service Manager

Location: Basingstoke (Hybrid)

Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Manager, you will play a key role in shaping IT service delivery, ensuring teams have the support and tools needed to enable colleagues to deliver critical services efficiently. You will focus on strategic oversight, continuous improvement, and stakeholder collaboration to drive excellence across our IT services.

We are seeking an experienced and motivated Service Manager to lead our technical service teams and drive high-quality IT service delivery. This is a key leadership role, responsible for managing people, performance, and service operations while ensuring an excellent customer experience. You will play a pivotal part in shaping service strategy, embedding continual improvement, and working collaboratively across the organisation to meet operational and financial objectives. If you are a confident service leader with a strong background in IT or digital services and a passion for developing teams and improving customer outcomes, this could be the perfect opportunity for you.

Your role will involve:

• Team Leadership: Recruit, train, coach, and manage technical service staff to meet goals.
• Customer Relations: Build strong customer loyalty, handle complaints, and ensure satisfaction through prompt, personalised service.
• Operational Oversight: Implement service policies, manage risks, and ensure efficient service desk operations with a focus on continual improvement.
• Performance & Strategy: Monitor key metrics, develop improvement plans, and support business strategy for the department.
• Financial Management: Support the operations manager with managing the departmental budgets and work towards meeting financial targets.
• Collaboration: Work with other departments (sales, compliance & governance) for seamless service delivery and feedback.

Your transferable skills and experience:

• Proven experience in a management role (e.g. Service Desk Manager, IT Support Manager, Service Delivery Manager) leading teams and overseeing service operations
• Strong people management skills, including coaching, performance management, and developing multi-skilled teams
• Experience managing service delivery against SLAs, KPIs, and customer satisfaction measures
• Skilled in handling escalations, resolving complex issues, and driving continuous service improvement
• Strong stakeholder management, building effective relationships with customers, suppliers, and internal teams
• Commercial and operational awareness, including managing budgets, resources, or service costs

Desirable Skills & Experience:

• ITIL certification or demonstrable experience applying ITIL principles in an IT service management environment
• Experience working with ITSM tools (e.g. ServiceNow) to monitor performance and drive continuous improvement
• Familiarity with service reporting, analytics, and metrics to inform decision-making and improvement initiatives

You must be willing and eligible to undergo security clearance for this position

Please note: It's still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in providing excellent customer service, problem-solving, and supporting users in a technical environment, this could be the next opportunity for you.

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension - Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work - employee discounts

Employee assistance programme/ virtual GP

Work Your Way is our approach to flexible working - this is available from day 1 of joining

Recruitment process

The recruitment process consists of a one stage of interview

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.

Achieve together

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.

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