About the CompanyQinecsa 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 ServicesJob SummaryThe 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 ResponsibilitiesMaintain ITIL-based service management processes including Incident, Problem, Change, Service Request, Release, and Configuration ManagementEnsure SLAs, OLAs, and KPIs are monitored, and met, with regular performance reporting to stakeholdersBuild customer relationships based on reliability, honesty and trustOversee major incident resolution and drive root-cause analyses to prevent recurrenceCollaborate with IT architects, operations, security, and application teams for seamless service transitions and deploymentsDrive Continual Service Improvement (CSI) initiatives to identify, prioritize, and implement efficiency gainsServe as the escalation point for high-impact service disruptions and coordinate communication to business leadersWork with the ITSM toolset (e.g., Atlassian, ServiceNow, BMC Remedy, Cherwell) to automate workflows and enhance data qualityPrepare for and support internal/external IT audits and compliance assessmentsQualificationsBachelor's degree in computer science, IT Management, or related field5+ years of service management experience in an ITIL environmentITIL Foundation v4 (minimum); ITIL Practitioner/Intermediate or Expert certification preferredProven leadership of multi-disciplinary IT support teamsHands-on experience with at least one major ITSM platform (ServiceNow, BMC Remedy, Cherwell)Strong analytical, organizational, and problem-solving skillsExcellent communication and stakeholder-management abilitiesPreferred SkillsAdvanced ITIL certifications (Practitioner, Expert)Project management credential (PMP, PRINCE2) or Lean Six Sigma certificationFamiliarity 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 MetricsAchievement SLA compliance across critical servicesReduction in Mean Time to Resolve (MTTR) for P1/P2 incidents by 20% within the first yearConsistent change success rate of ≥ 95%, with zero unauthorized changesPositive customer satisfaction (CSAT) score ≥ 4.5/5 for service desk interactionsWhat We Offer: Competitive salaryOpportunity 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.
Job Title
Service Manager, ITIL Services