Service Manager, ITIL Services

About the Company

Qinecsa is a trusted, global partners bringing together best-in-class technology and scientific expertise to connect life science companies, public health, and regulatory sectors to the right safety solutions. we take pride in being the leading specialist pharmacovigilance provider, offering unparalleled expertise in PV services, technology, and consulting to cater to the unique needs of small, medium, and large pharmaceutical companies.

Location:

United Kingdom - Preferred

Job Type:

Contract (6 Months)

Job Title:

Service Manager, ITIL Services

Job Summary

The Service Manager will lead and optimize the end-to-end delivery of IT services in alignment with ITIL best practices. You’ll own the design, implementation, and continuous improvement of core ITSM processes—ensuring high availability, reliability, and customer satisfaction. This role involves hands-on coordination of incident, problem, change, and request management activities.

Key Responsibilities

• Maintain ITIL-based service management processes including Incident, Problem, Change, Service Request, Release, and Configuration Management
• Ensure SLAs, OLAs, and KPIs are monitored, and met, with regular performance reporting to stakeholders
• Build customer relationships based on reliability, honesty and trust
• Oversee major incident resolution and drive root-cause analyses to prevent recurrence
• Collaborate with IT architects, operations, security, and application teams for seamless service transitions and deployments
• Drive Continual Service Improvement (CSI) initiatives to identify, prioritize, and implement efficiency gains
• Serve as the escalation point for high-impact service disruptions and coordinate communication to business leaders
• Work with the ITSM toolset (e.g., Atlassian, ServiceNow, BMC Remedy, Cherwell) to automate workflows and enhance data quality
• Prepare for and support internal/external IT audits and compliance assessments

Qualifications

• Bachelor's degree in computer science, IT Management, or related field
• 5+ years of service management experience in an ITIL environment
• ITIL Foundation v4 (minimum); ITIL Practitioner/Intermediate or Expert certification preferred
• Proven leadership of multi-disciplinary IT support teams
• Hands-on experience with at least one major ITSM platform (ServiceNow, BMC Remedy, Cherwell)
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and stakeholder-management abilities

Preferred Skills

• Advanced ITIL certifications (Practitioner, Expert)
• Project management credential (PMP, PRINCE2) or Lean Six Sigma certification
• Familiarity with DevOps practices and automation tools (Ansible, Puppet, Chef)
• Experience managing cloud services (AWS, Azure, Google Cloud)
• Knowledge of compliance frameworks (ISO 20000, COBIT, GDPR)

Success Metrics

• Achievement SLA compliance across critical services
• Reduction in Mean Time to Resolve (MTTR) for P1/P2 incidents by 20% within the first year
• Consistent change success rate of ≥ 95%, with zero unauthorized changes
• Positive customer satisfaction (CSAT) score ≥ 4.5/5 for service desk interactions

What We Offer:

• Competitive salary
• Opportunity to work with a dynamic and innovative team and world-class clients.
• Professional development and growth opportunities.
• A collaborative and inclusive work environment.
• Work from home with limited travel.