Lead Service Manager (ITIL)

Lead Service Manager (ITIL)65,000 - 90,000 + Car Allowance + Bonus (up to 20%) + PensionHybrid Working (2 days office / 3 days home) - Coventry or Manchester Our client, a well-established UK organisation operating in a complex, regulated environment, is investing significantly in its IT Service Management function following a major restructure. As part of this, they''re looking for a Lead Service Manager to take end-to-end ownership of IT service quality for a key business directive - covering internal technology teams and a portfolio of third-party vendors and partners.This is a genuinely business-facing role. You''ll be the trusted point of contact between business stakeholders and IT, holding vendors to account on performance, driving service improvement (reactive and proactive), and ensuring commercial commitments - contracts, renewals, SLAs - land on time and deliver value.What you''ll be doing- Owning service quality end-to-end across internal teams and outsourced/third-party vendors, including services where you''re managing through SLAs and contractual levers rather than direct oversight- Holding vendors accountable for performance, running corrective action plans where needed, and driving continuous improvement- Taking commercial ownership of vendor contracts and renewals, ensuring nothing slips- Acting as the primary business-facing point of contact for a defined directive, building trusted relationships with stakeholders at all levels- Playing an active role in ..... full job details .....