Job details

IT Service Manager

Job reference: 002871

Closing date: 31/12/2019

Salary: Competitive Salary (DOE) plus excellent benefits

Department: IT

Hours per week: 36.17 hours per week

​​​​​​We are looking for an experienced IT Service Manager who is looking to take their career to the next level, working in our complex, fast paced, collaborative and digital environment. You will work at the heart of our business to deliver services critical to the performance of our organisation. You will be expected to apply forward thinking technology strategies while working effectively, in collaboration with our partners, who will manage day to day operations.  You will engage, coordinate with and support the business, by ensuring the consistent deployment of processes and tools essential for unparalelled service delivery. You will also ensure that the Services Strategy, tools and processes are designed, delivered and continuously improved to meet the current and future technology service requirements of the business. The role involves assurance activities in design, development, transition and operations with key areas of responsibility for the: service Management strategy, technology services stakeholder relationship management and technology service risk management (Operational, Continuity, Security).


Key Responsibilities: 

  • Drive the Technology Service Management strategy development, team learning and development, and operational effectiveness for the business/tech areas in scope of the role.
  • Agree key levels of service with business functions and areas.
  • Ensure that the voice of the internal customer is heard within the tech department, and that the customer understands the services, standards and SLA’s provided by the department.
  • Establish and drive outsource provider and internal team performance to meet end-to-end SLAs, building a culture of service management excellence
  • Be responsible for ensuring the effective delivery of  technology services through rigorous management of outsource providers, partners and internal teams.
  • Ensure that service delivery, its issues, impacts and improvement plans are well understood and communicated appropriately to the department and to the wider business.
  • Drive Continual Service Improvement into the end to end IT ecosystem.
  • Ensure continual and explicit management of risk, compliance and security within the business/tech areas in scope of the role.
  • Understands the impact of any failure in the technology service to the critical business processes.
  • Assist in setting the Business Improvement Team (BIT) investment priorities to maintain a Continual Service Improvement Programme.
  • Working in partnership with the BIT Operations to vendor manage the 3rd party partners and supplier base.

What you’ll need to succeed:

  • Prove track-record of working in a fast-paced envioronment, delivering valuable change and suppporting teams on the transformation journey
  • Strong experience with strategic people leadership in Service, Infrastructure and Technology 
  • Commercially and financially astute, pragmatic and influential.
  • Evidence of initiating and building effective stakeholder relationships with multiple senior stakeholders, customers, suppliers, partners and colleagues.
  • Extensive experience and understanding of acting as the liaison between the business and a large technology outsource provider or extensive experience acting in a Digital production support capacity.
  • ITIL ISO 20000 Service Management Standard or similar professional qualification is desirable

What’s in it for you?

  • We offer a competitive package and benefits including a range of flexible working options with the latest technology to support
  • You play a critical part in this digital journey from its early stages – the potential to own and impact change is endless!
  • Work in an environment where diversity of thought is truly valued – we want you to constantly look for opportunities to continuously improve or innovate

About N Brown:


N Brown is a leading FTSE 250 internet and catalogue home shopping company with over 150 years of distance shopping experience. Best known by our 3 power brands; Simply Be, Jacamo and of course JD Williams.


Our vision is to become a leading digital retailer and to continue to expand our active customer base of over 4 million, becoming the universally loved experts in fashion that fits by helping our customers’ look and feel amazing through our trusted family of over 20 brands.


Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with JD Williams