Front Office Service Manager

Your new role

A leading construction and infrastructure organisation is seeking an experienced Front Office Service Manager to lead the end-to-end delivery and continual improvement of IT services that support Front Office business operations. This role oversees critical end-user services including service desk, field support, device provisioning, software licensing, telephony, and peripherals within a multi-vendor, outsourced environment.

You will ensure these customer-facing services deliver measurable business value, meet agreed performance targets, and offer a high-quality user experience. You will maintain accurate service information in the IT Service Catalogue and ensure all Front Office services are delivered efficiently, cost-effectively, and in line with ITIL and SIAM principles.

This role includes leadership responsibility for service desk, field support, and asset management teams. You will shape operational processes, drive service improvements, and optimise budget utilisation while ensuring adherence to IT policies, standards, and asset management best practices.

Strong stakeholder relationships are essential. You will work closely with business leaders to understand operational priorities and ensure IT services maximise productivity and align with business needs. Working alongside other Service Managers and Digital teams, you will champion consistent service delivery and drive continuous improvement across the wider IT function.

What you'll need to succeed

• Proven experience managing end-user workplace services (service desk, devices, telephony, printers, software licensing, etc.)
• Experience managing services in multi-vendor, managed service, or outsourced environments
• Strong knowledge of IT asset management best practices
• Excellent stakeholder management and relationship-building skills
• Hands-on experience with ITIL and SIAM frameworks
• Experience in incident, problem, and change management
• Budget and cost allocation experience
• Business-focused, service-driven mindset
• Excellent communication and presentation skills
• Strong documentation and reporting capabilities
• Self-motivated and able to work independently and collaboratively

Desirable:

• Experience leading teams in a Matrix environment
• Familiarity with Front Office business processes

Knowledge & Skills

• IT service management (ITIL, SIAM) - Expert
• Incident, problem, and change management - Competent
• Stakeholder engagement & communication - Accomplished
• Service portfolio and catalogue management - Competent
• Budget & financial management - Competent
• Vendor management - Competent
• Hardware & software asset management (full life cycle) - Competent
• Process improvement & governance - Competent

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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