IT Service Manager (Centralised IT Services)

Key Roles & Responsibilities

1. IT Service Operations & Governance

• Own and manage day‑to‑day IT service delivery across centrally managed Town Councils and designated EM Group entities.
• Lead, manage, coach, and performance‑manage centrally deployed IT Officers and IT support staff.
• Define, maintain, and enforce standard operating procedures, service runbooks, and escalation paths across all supported entities.
• Ensure all incidents, service requests, problems, and changes are logged, tracked, and managed through the central ticketing system (Jira).
• Review incident trends, recurring issues, and service bottlenecks; drive preventive and corrective actions.
• Prioritise cross‑entity issues and allocate resources to ensure service continuity and stability.

2. Vendor & Contract Operations Management

• Act as the single operational authority for IT vendor performance across Town Counc...