IT Service Manager

Job Description

IT Service Manager

Location: Lingley Mere, Warrington (Hybrid)
Salary: Competitive
Hours: 37 per week
Contract: Permanent, Full Time

Additional pay for 1 in 6 weeks standby cover

Help us deliver great water for a stronger, greener and healthier Northwest.

At United Utilities, we don’t just keep the taps flowing we keep a region moving. As a FTSE 100 business with a powerful purpose, we’re committed to protecting the environment, supporting local communities and creating a workplace where everyone can thrive.

We’re now looking for an IT Service Manager to join our close-knit team, working at the heart of our Technology Services function. If you’re passionate about delivering exceptional IT service, influencing improvements, and managing relationships that keep critical systems running smoothly, this is your opportunity to make a real impact.

Why Join Us?

We value our people and the contribution they make. You’ll enjoy a strong benefits package, including:

• 26 days holiday rising to 30 with service, plus bank holidays
• Competitive pension scheme (up to 14% employer contribution)
• Up to 10.5% performance-related bonus
• Company-funded healthcare plan
• Discounts, wellbeing support & EV car scheme
• Enhanced parental leave

A culture built on inclusion, growth and collaboration

The Role

As an IT Service Manager, you will be responsible for ensuring reliable, efficient and customer-focused IT service delivery across our large fast paced organisation. You’ll work closely with major suppliers (e.g. Accenture, Cognizant, Vodafone, Salesforce) and stakeholders to ensure services meet expectations, issues are resolved quickly, and continual improvements are driven throughout.

You’ll be at the centre of incident, change and supplier performance management keeping our business moving by ensuring critical systems remain robust, secure and fit for purpose. We’re looking for someone that thrives in fast paced environments able to work at pace. Experience with salesforce would be highly advantageous.

This role also forms part of an on-call rota (1 week in every 6) to support significant incidents out of hours, with standby and overtime paid.

What You’ll Do

• Maintain strong relationships between Technology Services, suppliers and business stakeholders
• Own and monitor Service Level Agreements, ensuring they are achievable and clearly understood
• Lead continual service improvement planning (CSIP)
• Oversee supplier performance, contracts and service delivery quality
• Support incident and change management processes, ensuring clear prioritisation and effective communication
• Ensure service documentation, systems and processes remain accurate and up to date
• Influence service improvements that enhance the colleague IT experience
• Translate technical information into clear, business-friendly language

About You

Strong IT service delivery experience and the confidence to manage suppliers, stakeholders and service performance in a busy environment.

We’re looking for someone with:

• Experience in IT service delivery or service management within a technical environment
• Strong customer focus and excellent communication skills
• Knowledge of ITSM toolsets and service management processes (ITIL Foundation desirable)
• Ability to analyse issues, drive improvements and manage high-level problem resolution
• Experience working with third-party suppliers and partners
• Good commercial and technical awareness, ideally including cloud-based technologies
• A proactive, collaborative mindset someone who thrives in a team-first environment

About Our Team

You’ll join a friendly, supportive group of four experienced service managers. We work across all of UU’s IT services, supporting a diverse mix of business areas and continually adapting to new challenges and technologies. No two days are the same and you’ll always have the backing of colleagues who share knowledge and work together to get things done.

Apply Now

If you’re ready to shape the future of IT service delivery in a major FTSE 100 organisation and help us keep essential services running for millions we’d love to hear from you. We may be unable to offer sponsorship for this vacancy. We may close this vacancy early should we receive high volumes of applications.