IT Service Manager

Contract: Initial 6 months
IR35: Outside IR35
Clearance: SC + NPPV3 required
Location: London / Hybrid

We are looking for an experienced IT Service Manager to support a major transformation programme within the Metropolitan Police.

The role will support and deputise for the IT Service Design Workstream Lead, helping to coordinate service design, transition and operational readiness activities across the programme. You will play a key role in ensuring new technology capabilities are introduced into live service in a controlled, supportable and sustainable way.

Key Responsibilities

• Support the delivery of service design, service transition and operational readiness activities.
• Develop and maintain service design artefacts, operational processes and support models.
• Define and manage service acceptance criteria and readiness assessments.
• Coordinate go-live planning, transition activities, service acceptance and hypercare support.
• Ensure new services transition into live operations with minimal disruption.
• Work closely with suppliers, technical teams, service management functions and operational stakeholders.
• Track supplier deliverables, service levels, operational dependencies, risks and issues.
• Support governance, reporting and programme decision-making.
• Deputise for the IT Service Design Workstream Lead when required.
• Coordinate day-to-day service management activity across multiple stakeholders and workstreams.
• Ensure the future service is secure, supportable and operationally ready.

We’re Looking For

• Strong experience in IT Service Management / Service Design / Service Transition.
• Experience supporting complex technology transformation or large-scale service implementations.
• Strong understanding of operational readiness, service acceptance and transition into BAU.
• Experience developing service models, support processes and service management artefacts.
• Strong supplier and stakeholder management experience.
• Comfortable working across technical, operational and programme teams in a fast-paced environment.
• Experience within government, defence, emergency services or another highly regulated environment would be advantageous.
• SC and NPPV3 clearance required.

This is a high-profile programme operating in a fast-paced environment, with a strong focus on delivering new operational capabilities safely into live service.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.

We are looking for an experienced Service Owner to join the a central governments key programme, taking ownership of one of its key service lines.

The role will hold end-to-end responsibility for the performance, development and continual improvement of the service throughout its lifecycle. You’ll own the service definition and roadmap, oversee operational performance and risk, manage supplier relationships and ensure the service continues to meet the needs of its users and business stakeholders.

This is a senior service management role requiring someone comfortable operating across live services, ITIL processes, suppliers, technical teams and senior stakeholders within a complex and highly secure environment.

Key Responsibilities

• Own and continually develop the service definition, roadmap, backlog and service risk register
• Take end-to-end ownership of the service throughout its lifecycle, from initial development through live operation and eventual retirement
• Chair the monthly Service Planning Meeting, bringing together performance, risks, roadmap priorities, service improvements and readiness for live service
• Maintain oversight of incidents and problems affecting the service, working closely with Incident and Problem Management teams to drive resolution and address root causes
• Act as an escalation point for significant operational issues
• Identify opportunities to improve service performance, efficiency and ways of working
• Work closely with Service Designers to improve service blueprints, processes, support documentation and operational journeys
• Manage and oversee suppliers and managed service providers, holding them accountable for performance, delivery and value
• Represent the service with business stakeholders, partners and wider programme teams
• Participate in SLA and service-level expectation reviews
• Maintain service catalogue and portfolio information
• Produce and review service performance reporting
• Develop and maintain agile business cases and associated benefits throughout the service lifecycle

What We’re Looking For

• Strong experience operating as a Service Owner, Senior Service Manager or equivalent within a large and complex technology environment
• Experience owning and improving live digital or technology services
• Strong understanding of the full service lifecycle
• Experience working within an ITIL environment, particularly Incident Management, Problem Management and Service Level Management
• Experience managing or overseeing third-party suppliers and managed service providers
• Strong operational management capability, including improving service efficiency and responding to major operational issues
• Experience defining and maintaining service roadmaps, risks, backlogs and performance measures
• Strong stakeholder and relationship management skills
• Ability to develop long-term service objectives while maintaining focus on immediate operational priorities
• Experience working across programmes or portfolios where multiple products and services are being developed simultaneously with limited resources
• Strong problem ownership, with the ability to understand issues in the wider context and drive them through to resolution
• Strong user focus and experience ensuring services continue to meet changing user needs

Service Management & Tooling

Candidates should have practical experience across areas including:

• ITIL service management
• Live service ownership
• Incident and Problem Management
• Service Level Management
• Service improvement
• Service roadmaps and backlogs
• Service risk management
• Supplier / Managed Service Provider management
• Service catalogue and portfolio management
• Service performance reporting
• Agile business cases and benefits management
• Jira
• Confluence
• Jira Service Management

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.

Service Management Lead (DV Cleared)

Location: Hampshire – Site Based
Security Clearance: DV Clearance Essential
Contract: Contract Opportunity

About the Role

We are seeking an experienced Service Management Lead to support the successful transition of new and changed IT services into live operational environments.

The role will act as the key bridge between project delivery teams, Service Management, Operations and Support functions, ensuring that all operational, technical and business readiness activities are completed, documented and approved before go-live.

You will take ownership of operational acceptance, service transition, support models, knowledge transfer, training, documentation, risk management and service handover activities, ensuring services are fully prepared to be supported effectively from day one.

This is a highly stakeholder-focused role requiring someone with strong IT Service Management, Service Transition and Operational Readiness experience, ideally within complex or secure environments.

Key Responsibilities

Service Transition & Operational Readiness

• Lead Operational Readiness Reviews (ORRs) for new and updated IT services.
• Develop and maintain operational readiness frameworks, processes and governance.
• Ensure all operational acceptance criteria are completed before go-live.
• Coordinate service transition activities across project and operational teams.
• Act as the operational readiness authority for project deployments.
• Ensure services are appropriately prepared for operational support before deployment.

Service Acceptance & Governance

• Define and maintain Operational Acceptance Testing (OAT) requirements.
• Facilitate readiness assessments and go-live reviews.
• Identify, assess and manage operational risks, issues and dependencies.
• Ensure service support requirements are documented, agreed and approved.
• Provide clear readiness recommendations to senior stakeholders and governance forums.

Knowledge & Documentation

• Ensure appropriate support documentation, work instructions, runbooks and knowledge articles are created and maintained.
• Coordinate knowledge-transfer sessions between project/delivery and operational support teams.
• Ensure Service Desk and resolver groups have the information and knowledge required to support new services.
• Maintain appropriate service handover documentation and readiness records.

Support Model & Resource Readiness

• Validate support structures, escalation paths, ownership and RACI models.
• Ensure monitoring, alerting, backup, recovery and support tooling are operational and fit for purpose.
• Work with technical teams to confirm operational support capability and capacity.
• Identify support-team resource, training and knowledge requirements.
• Ensure operational teams are appropriately prepared to take ownership of services.

Stakeholder Management

• Work closely with Project Managers, Service Owners, Technical Architects, Engineers and Support Teams.
• Provide operational readiness reporting to senior leadership and governance boards.
• Communicate readiness status, risks, mitigation plans and recommendations clearly.
• Build strong relationships across technical, project and operational teams.

Continuous Improvement

• Identify opportunities to improve service transition and operational readiness processes.
• Support the adoption of ITIL best practices and wider Service Management initiatives.
• Review post-implementation outcomes and lessons learned.
• Use lessons learned to improve readiness approaches for future deployments.

Essential Experience & Skills

• 5+ years’ experience in IT Service Management (ITSM) and Service Transition.
• Strong understanding of ITIL principles and frameworks.
• Proven experience managing Operational Readiness and/or Service Transition activities.
• Excellent stakeholder management and communication skills.
• Experience working across infrastructure, cloud, application and support teams.
• Strong risk management and problem-solving capabilities.
• Ability to coordinate multiple projects, workstreams and competing priorities.
• Experience taking new or changed services through readiness, acceptance and transition into live service.
• Strong understanding of operational support requirements and service handover.

Desirable Experience

• ITIL Foundation or higher certification.
• Experience using ServiceNow or equivalent ITSM platforms.
• Project Management qualifications such as PRINCE2, Agile or PMP.
• Knowledge and practical experience of Operational Acceptance Testing (OAT).
• Previous experience working within complex, highly secure or regulated environments.

Key Deliverables

The successful candidate will be responsible for producing and managing deliverables including:

• Operational Readiness Plans
• Operational Acceptance Checklists
• Service Handover Documentation
• Support Models and RACI Definitions
• Knowledge Articles and Runbooks
• Training and Knowledge Transfer Records
• Go-Live Readiness Assessments
• Risk and Issue Registers
• Service Transition Reports

What Success Looks Like

Success in this role will be demonstrated through:

• Successful service deployments with minimal operational disruption or post-go-live incidents.
• Reduced post-implementation support issues.
• Consistent compliance with operational acceptance standards.
• Completion of readiness activities within agreed timelines.
• Strong feedback from Service Owners and operational teams.
• Improved support-team preparedness and overall service stability.

Stakeholder Environment

The role will work closely with:

• Project Managers
• Service Owners
• Technical Architects
• Infrastructure & Cloud Teams
• Service Desk and Resolver Groups
• Change & Release Management Teams
• Service Management and Operations Leadership

The role may report into functions such as the Head of Service Management, Service Delivery Manager, Operations Manager or Service Transition Manager.

Key Requirements

Operational Readiness | Service Transition | ITSM | ITIL | OAT | Service Acceptance | Risk Management | Service Handover | IT Operations

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.

Change Analyst / Change Manager

Location: Hursley – 2-3 days per week onsite
Contract: Contract
Day Rate: £537.38 per day (non-cleared) / £591.12 per day (SC Cleared)
Security / Eligibility: UK National with a minimum of 5 years’ unbroken UK residency

Role Overview

We are seeking an experienced Change Analyst / Change Manager to join an established IT Service Management environment in Hursley.

The successful candidate will have strong experience working within IT Change Management or Service Management, with a solid understanding of ITIL Change Enablement principles. You will be responsible for coordinating and governing changes across technical and business teams, ensuring that changes are appropriately assessed, planned, scheduled and implemented with minimal operational risk.

This is a stakeholder-focused role requiring excellent organisation, communication and governance skills, alongside the ability to assess risk and make balanced decisions in a complex IT environment.

Key Responsibilities

• Coordinate and manage IT changes through the end-to-end change lifecycle.

• Apply ITIL 4 Change Enablement principles to ensure changes are appropriately assessed, authorised and implemented.

• Coordinate multiple stakeholders across technical, operational and business teams.

• Assess the risk, impact and potential business/service disruption associated with proposed changes.

• Ensure appropriate governance, approvals and supporting evidence are in place before changes proceed.

• Manage change schedules and identify potential conflicts, dependencies and operational risks.

• Maintain accurate change records and ensure process compliance within the organisation’s ITSM environment.

• Use ITSM tooling, such as ServiceNow, to manage and track change activity.

• Support change governance and, where required, facilitate CAB and other governance meetings.

• Work closely with Incident, Problem, Release and Service Transition teams to ensure effective coordination.

• Support operational readiness and service acceptance activities.

• Provide clear and concise communication to technical teams, business stakeholders and senior management.

• Identify opportunities to improve change processes, governance and overall service management maturity.

• Ensure appropriate documentation, audit trails and change records are maintained.

Essential Experience & Skills

• Proven experience working within an IT Change Management or Service Management environment.

• Strong understanding of ITIL Change Enablement principles.

• Experience coordinating multiple stakeholders across technical and business teams.

• Excellent organisational, planning and prioritisation skills.

• Strong communication and stakeholder management capabilities.

• Experience using IT Service Management (ITSM) tools, ideally ServiceNow.

• Ability to assess risk and make balanced governance decisions.

• Strong attention to detail and process discipline.

• Experience working within structured IT governance and change-control environments.

Desirable Experience

• Experience facilitating Change Advisory Board (CAB) or other governance meetings.

• Knowledge of Release Management and Service Transition.

• Experience supporting large-scale or enterprise IT environments.

• Familiarity with both Agile and traditional project delivery methodologies.

• Understanding of operational readiness and service acceptance.

• Experience working with complex change schedules, dependencies and release windows.

Technical & Service Management Knowledge

The successful candidate should have knowledge and practical understanding of:

• ITIL 4 Change Enablement

• Incident Management

• Problem Management

• Release Management

• Service Transition

• Operational Acceptance

• Risk and impact assessment

• ITSM platforms, particularly ServiceNow

• Change scheduling and governance

• Configuration and Asset Management principles

• Service Level Management

• Business Continuity and Disaster Recovery concepts

Eligibility

Please note: Candidates must be UK Nationals and must have a minimum of 5 years’ unbroken UK residency to be considered for this position.

Candidates holding relevant security clearance may be eligible for the enhanced rate, subject to the applicable clearance and contractual requirements.

Why Apply?

This is an excellent opportunity for an experienced Change Analyst / Change Manager to work within a large-scale IT environment, taking ownership of change governance, stakeholder coordination and risk management while contributing to effective and resilient IT service delivery.

Location: Hursley, 2-3 days per week onsite
Rate: £537.38-£575 per day, with enhanced rates available for relevant clearance levels
Clearance: SC/L2 advantageous
Eligibility: UK National + 5 years’ unbroken UK residency

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.