IT Service Manager

September 21, 2022

Job summary

The role, reporting to director of Support Services, will primarily manage the ITSM and ensure ITIL processes
created/followed within support services department

Accountabilities and main responsibilities

  •  Onboarding new clients into the ITSM
  • Ensuring the ITSM is developed and managed to fit the requirements of support services.
  • Monitor usage and ensure agents are updating/using the system correctly.
  • Apply ITIL practices to ITSM functionality and procedures.
  • Document and develop ITIL practices within support services, and monitor/report on support services
  • Ensure that documentation and output is up to date and used for ISO 20000-1 audits.
    Be the main participant of ISO20000-1 audits from support services


  • ITIL V3
  • Managed an ITSM before within a support environment


  • ITIL V4
  • worked for a MSP

Values & Behaviours

  • The individual must be able to demonstrate that they embody the following Trustmarque Behaviour and
  • Values:
  • Share Ambitions
  • Strive to Improve
  •  Be Diverse and Inclusive
  • Embrace Change
  • Demonstrate Integrity

About Trustmarque

At Trustmarque, our vision is to enable organisations to harness the power of digital technology. For over 30 years, we have helped organisations in the public and private sectors to work smarter, run their business more effectively and unlock the value of their IT investments.

Our mission is to support our customers to buy and use innovative technology to positively impact local communities across the UK. We’re always evolving to keep up with the pace of change – to understand the technology solutions, licensing options and methodologies. Our customers come to us time and time again for collaborative transformation that helps them make better IT decisions for long-term success.

Our people are at the heart of our customer-centric business and we have company values which have been defined by our people – About us – Trustmarque. There’s never been a better time to join Trustmarque, we are growing and investing and you can play your part in influencing the future of IT in the UK.

One of our values is “be diverse and inclusive because we know that diversity of thought and experience positively benefits our ability to deliver work. We consider all suitably qualified applicants regardless of sex, gender identity or reassignment, race, disability, religion or beliefs, age, or sexual orientation. We recruit and develop our people based on merit and their passion, and we’re committed to creating an inclusive environment that reflects the diversity of the communities we serve. During the application process, you’ll be given the option to share your personal characteristics and data with us. This helps us understand our candidate pool so we can do everything we can to attract a diverse range of people and ensure our recruitment process is fair and inclusive.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Trustmarque colleagues who can work from home should do so. Social distancing, enhanced hygiene and safety measures are already in place to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

Standard benefits

As well as competitive rates of pay, we offer 25 days holiday (rising to 27), 2 volunteering days and 1 personal day plus bank holidays.  We also provide a substantial benefits package which includes a company-matched pension, life assurance, enhanced parental leave policies, the option to buy extra leave, a cycle2work scheme and more.

Trustmarque is an award-winning IT partner that delivers IT solutions allowing our customers to work smarter and more effectively. We simplify business, through a flexible and cost-effective approach that empowers organisations and their people. Giving honest, simple, and independent advice we help our customers to navigate an increasingly complex world of IT – and that’s exactly what you’ll do too, if you join our talented team here.

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