LEEDS - HYBRID

At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together.
Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.
At Nexus, we’re always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.

This attitude drives everything we do – for our customers, our people and our suppliers – and is grounded in the synergy of four core values.

• Never stop evolving
• Never stop anticipating
• Never stop committing
• Never stop collaborating

DESIRABLE EXPERIENCE

• ITIL Intermediate or Expert certification required; ISO20000 and/or ISO27001 certifications highly desirable.
• Minimum of 2 years of experience in IT Service Management roles with 2 years team management or leadership responsibilities.
• Demonstrable experience in managing Major Incident, change, problem, and service transition processes at a managerial level.
  We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.
  Job Type: Full-time
  Pay: Up to £60,000.00 per year

Benefits:

• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Life insurance
• On-site parking
• Private medical insurance
• Store discount

Application question(s):

• Do you have 2 years IT Service Management Experience?
• Do you have strong understanding of ISO20000 and ISO 27001?

Work Location: Hybrid remote in Pudsey LS28 6A

ABOUT THE ROLE

The IT Service Management Manager is responsible for overseeing and improving IT service delivery processes in accordance with ISO20000 and ISO27001 standards and ITIL best practices. This role involves leadership in managing Major Incidents, change, problem, root cause analysis, service transition, service reviews, and monthly reporting, as well as guiding Service Level Management (SLM) and Business Continuity and Disaster Recovery (BCDR) strategies. The position requires exceptional leadership and stakeholder management skills to drive operational excellence and ensure business and regulatory compliance.
Line management of a small ITSM team that will implement a new IT Service Management function across the whole business dealing with both Internal and External service delivery teams, customers and suppliers.

WHAT YOU’LL DO

• Strategic Oversight: Establish and maintain IT Service Management frameworks aligned with ISO20000, ISO27001, and ITIL best practices.
• Major Incident Management: Lead and coordinate the response to critical incidents, ensuring effective resolution and post-incident reviews.
• Change Management: Oversee the entire change process, chairing CAB meetings and ensuring controlled and secure implementations.
• Problem Management: Drive root cause analysis and implement long-term solutions to recurring issues.
• Service Transition: Manage the transition of new or modified services into production environments, ensuring readiness and adherence to governance.
• Service Level Management: Define, negotiate, and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• BCDR Management: Develop, implement, and maintain Business Continuity and Disaster Recovery plans, ensuring minimal service disruption.
• Reporting & Reviews: Produce and present regular reports on service performance, compliance, and improvement initiatives to senior leadership.
• Team Leadership: Manage and mentor a team of IT Service Management Analysts and other support staff.
• Stakeholder Engagement: Build relationships across the organisation and with external vendors to foster collaboration and ensure seamless service delivery.
• Continuous Improvement: Identify areas for innovation and efficiency to enhance IT service quality and reliability.