IT Service Improvement Manager

About the role

We need someone who doesn’t just “do process” but owns it. Someone who can take IT service management from “tick-box” to “value-add.” This is entering into an entertainment business with a modern ITSM environment wearing multiple hats and fine-tuning process to suit an agile way of working.

Details: Leeds (Hybrid) - up to £65,000 + bonus + benefits - Global ServiceNow environment.

This is about making things better, faster, smarter, and more customer-focused. You’ll be the person who spots patterns others miss, turns chaos into clarity, and makes sure our ITSM Office isn’t just a name on an org chart but a driver of real change.

What you’ll actually do:

• Own service management processes like they’re your personal brand.
• Run analytics that tell a story, not just fill a dashboard.
• Implement continuous improvement that people notice (and thank you for).
• Be the calm in the storm as Major Incident Manager
• Educate teams so they understand why process isn’t a four letter word.
• Explore ServiceNow modules like a curious tech detective.
• Help us nail audits and accreditations without breaking a sweat.
• Stay plugged into industry trends so we’re ahead, not playing catch-up.

What we’re looking for:

• ITIL Certifications with the adapt and adopt mentality (this is far from traditional).
• Agile Service Management experience.
• Customer focus that’s more than a buzzword.
• Experience to own and drive process improvement and modernisation
• Proactive enough to manage your own workload without hand-holding.

Sound like you? Please do get in touch.