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Alliance Medical Ltd Logo Alliance Medical Ltd · IT - Administration

Technology Service Manager

United Kingdom, Warwick 58000.00 GBP / Year · Job Posted March 03, 2026
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Job Description

We are looking for an experienced Technology Service Manager to play a key role in ensuring the delivery of high‑quality, reliable, and cost‑effective technology services across our organisation. Sitting within the Technology Team and working closely with our managed service providers (MSPs), you will act as the bridge between our business and our suppliers — owning service performance, managing key relationships, and driving continuous service improvement. In this role, you will oversee service governance, incident and problem management, supplier performance, and the overall end‑user experience. You’ll ensure that our technology services support operational needs, align with business priorities, and continuously evolve to meet the organisation’s growth and quality standards.

Job Responsibility

  • Owning the end‑to‑end delivery of technology services provided by our MSPs
  • Monitoring service performance and ensuring SLAs, KPIs, and contractual obligations are consistently achieved
  • Analysing service reports, identifying trends, and driving corrective actions
  • Ensuring services align with business needs, operational requirements, and future growth
  • Acting as the primary point of contact for MSPs
  • Leading service review meetings to ensure accountability, transparency, and continuous improvement
  • Managing escalations and ensuring timely issue resolution
  • Supporting contract renewals and commercial discussions with senior leadership
  • Maintaining service documentation, service catalogues, and operational processes
  • Identifying opportunities to enhance service quality, efficiency, and user satisfaction
  • Ensuring compliance with security, data protection, and regulatory standards
  • Providing insight into service performance to shape future technology strategies
  • Acting as the voice of the business within the Technology function
  • Communicating service updates, incidents, and planned maintenance activities
  • Building strong relationships across the organisation to understand needs and challenges
  • Providing performance metrics and ensuring the wider business has clear visibility of service performance
  • Overseeing major incidents, ensuring clear communication and quick resolution
  • Ensuring ITIL‑aligned incident, problem, and change processes are followed
  • Validating root‑cause analysis and ensuring long‑term fixes are implemented
  • Assessing and approving changes while minimising business impact
  • Ensuring service performance meets or exceeds expectations
  • Preparing regular service performance reports for senior leadership
  • Collaborating with the Head of Technology Delivery to support budget adherence
  • Supporting out‑of‑hours work and site/data centre visits when required

Requirements

  • ITIL qualification (Practitioner level ideal)
  • Strong service management expertise with experience leading service delivery or service management functions
  • Proven experience managing third‑party suppliers against strict SLAs and KPIs
  • Excellent understanding of Service Management methodologies and best practices
  • Strong communication and stakeholder management skills, with the ability to influence and build positive working relationships
  • Experience managing and reporting on internal SLAs
  • Confidence in managing escalations and owning issues through to resolution
  • Ability to prioritise effectively in a fast‑paced environment
  • Knowledge of compliance and regulatory frameworks such as ISO 27001, GDPR, ISAS, Cyber Essentials+
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