Senior IT Service Manager

About the role

Job Description Senior IT Service Manager Location: Thorpe Park , Leeds, Hybrid working Join us as Senior IT Service Manager and play a key role in keeping our technology reliable for colleagues and customers. You'll shape and deliver our IT service strategy, ensuring consistent services across the business and strong performance from partners such as Fujitsu, Microsoft, Maintel, CloudClevr and others. The role oversees core IT service processes - incident, problem, change and service introduction - setting clear standards, managing risks, and driving operational resilience and disaster recovery with robust, tested plans. A focus on continual improvement is essential, monitoring SLAs and KPIs and promoting best‑practice frameworks like ITIL. Strong relationship‑building is key, acting as an escalation point, collaborating with senior leaders, and engaging with suppliers. You'll also lead a high‑performing IT Service team by setting expectations, coaching for success and promoting accountability and collaboration. Effective budget management ensures maximum value from internal teams and external partners.

Requirements

• Professional ITSM expertise supported by certifications such as ITIL .
• Deep understanding of IT service management frameworks and cross‑domain IT disciplines (Applications, Data, Infrastructure, Service Management).
• Strong capability in incident, problem, and change management , including minimising impact and managing workarounds/known errors.
• Proven experience running IT Service/Operations functions in complex or large organisations.
• Skilled in leading teams ( 5+ FTE ) and managing multiple vendors, including day‑to‑day service delivery with major partners such as Fujitsu.
• Demonstrated track record in optimising IT services , improving service levels, and driving cost efficiency.
• If you're excited about this role but don't meet every requirement - don't worry, still apply. Your unique perspective could be just what we're looking for.
• What you'll get:
• A discretionary annual bonus to reward your impact
• 3% flexible benefits that you can tailor to suit your lifestyle, whether that's extra cash, more holiday, or added health cover.
• Hybrid working for the best of both worlds-collaboration and focus.
• Free onsite parking , saving you time and money.
• Recharge and refresh opportunities with 28 days of holiday plus public holidays, and the option to buy up to five more-giving you more time for what matters most.
• Peace of mind with life assurance that supports your loved ones, no matter what.
• A culture that celebrates you and supports your wellbeing - with recognition awards, access to on-site gym facilities, and a variety of wellbeing initiatives offered throughout the year to help you stay balanced, resilient and feeling your best.
• Encouragement to be your authentic self at work by joining one of our vibrant employee networks-like Rise (Gender), Proud (LGBTQIA+), Culture, or Spark (Neurodiversity & Disability) - and connect with a community that celebrates and supports you.
• So, who are we?
• We're on a mission to make credit work better for all.
• We buy debt from lots of different companies in all kinds of sectors. We treat people with dignity, helping customers pay off their Lowell debt in practical and affordable ways.
• According to The Sunday Times, we're one of the best places to work in the UK, (we're proud to be on their 'Best Places to Work' list for the second-year running). Why? Because of the people who work here. Warm, welcoming, and super-talented. It's our people that make us great.
• We celebrate and share success, learn from failure, embrace change, and savour challenge.
• Ready to join us?
• At Lowell, we're committed to helping you grow-both personally and professionally. We provide the tools, support, and opportunities you need to shape your career and thrive.
• Apply today and help drive the stability, performance and continual improvement of our IT services.
• If you need help with your application or have any questions about the adjustments we can make to support you during the recruitment process, please contact a member of the Lowell Talent Team, who'll be more than happy to support you.
• #HYBRID

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