IT SERVICE AND SYSTEMS MANAGER

At Protein Works, we rely on our IT systems to power solutions across all functions at our state-of-the-art PW Campus facility. As we continue our mission “To Create The Best Shakes On The Planet,” we’re seeking an experienced IT Service and Systems Manager to lead our IT service delivery and ensure operational excellence across our growing technology landscape.
The selected individual will report directly to our Technology Director and will be responsible for managing a small, dynamic team of IT Systems and IT Support executives. This is a pivotal role that bridges the gap between technical operations and business strategy, ensuring our IT services align with and support our rapid growth as one of the UK’s fastest-growing multi-award-winning consumer food brands.

SERVICE FOCUS AND FRAMEWORK KNOWLEDGE

• Maintain a holistic view of IT services and their interdependencies
• Investigate and optimize service delivery across the entire service portfolio
• Demonstrate comprehensive knowledge of service management frameworks (ITIL, Agile)
• Apply lifecycle and capability elements of ITIL to improve service maturity
• Balance technical requirements with business needs to deliver optimal outcomes

REQUIRED SKILLS AND QUALIFICATIONS

• Minimum 5 years of experience in IT service management or similar role, with at least 2 years in a leadership capacity
• Proven experience managing IT teams and driving service delivery improvements
• Strong knowledge of IT service management frameworks (ITIL Foundation certification required, ITIL Intermediate/Expert preferred)
• Experience with Agile methodologies and tools (JIRA, Confluence, or similar)
• Demonstrated expertise in asset management, configuration management, and service catalog development
• Strong analytical and problem-solving skills with data-driven decision-making capabilities
• Excellent interpersonal and communication skills for engaging with stakeholders at all levels
• Experience with IT service reporting, SLA management, and performance metrics
• Understanding of modern IT infrastructure including cloud services, networking, and security principles
• Ability to balance technical requirements with business priorities

PREFERRED SKILLS AND QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or related field
• ITIL v4 Managing Professional or Strategic Leader certification
• Project management certification (PRINCE2, PMP, or Agile/Scrum Master)
• Experience in e-commerce or fast-growing consumer goods environments
• Knowledge of Windows and Linux environments, virtualization, and cloud platforms (AWS, Azure)
• Experience with IT budgeting, vendor management, and contract negotiation
• Understanding of GDPR, data protection, and IT compliance requirements
• Experience implementing or managing ITSM platforms

OBJECTIVES OF THIS ROLE

• Lead and develop a high-performing IT service team to deliver exceptional support across the organization
• Establish and maintain robust IT service management frameworks using JIRA Agile processes, ITIL methodologies, or similar industry standards
• Drive continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction
• Ensure seamless integration between IT operations and business objectives through strategic planning and stakeholder engagement
• Maintain comprehensive asset management and configuration control to protect and optimize our technology investments
• Foster a culture of ownership, accountability, and proactive problem-solving within the IT team