Job Description

As a IT Service & Platform Manager, you will be responsible for overseeing and managing the Digital Experience (DEX) platform to support the organisation's technology needs. This role is based in London and requires technical expertise in the life science industry to ensure effective platform performance and delivery.
The IT Service & Platform Manager leads the technology service team to deliver a seamless digital workplace experience. This role drives adoption of digital tools, enhances user productivity, and ensures high-quality, secure, and resilient IT services. The manager fosters a customer-focused culture, drives continuous service improvement, and partners with stakeholders to optimise technology use.
Key Responsibilities:

• Strategic Leadership: Define and execute the digital employee experience (DEX) strategy, processes, and tools.
• Team Management: Lead, hire, coach, and develop a high-performing technology team in a matrix environment.
• Budget Oversight: Manage and optimise an annual operational technology budget (~1.5m).
• Vendor & Partner Management: Oversee technology suppliers, SaaS vendors, and strategic partners to maximise value.
• Service Excellence: Drive service maturity, ITSM improvements, and user-focused service delivery (including helpdesk, desktop, mobile, A/V, networks, and SaaS applications).
• Application & Platform Management: Ensure enterprise applications and workplace platforms are secure, optimised, and aligned with IT standards.
• User-Centric Innovation: Gather feedback to simplify workflows, enhance productivity, and promote adoption of digital workplace tools.
• Roadmap Delivery & Automation: Lead multi-year platform roadmap, implement automation, and explore AI opportunities to improve service efficiency.
• Risk & Compliance: Ensure resilient, secure, and compliant IT operations.
• Stakeholder Engagement: Build trusted relationships across the business and foster collaboration with HR, Communications, Facilities, and Technology teams.

Requires 3 days on site in Central LondonYou are looking for an IT Service orientated role
Required Experience & Skills:

• Proven leadership in a digital workplace, IT service, or application support team.
• Expertise in IT service management and driving service maturity.
• Experience with ITIL foundations, modern ITSM tools (e.g., ServiceNow), and application lifecycle management.
• Strong customer focus with experience in user engagement and business partnering.
• Skilled in M365, Azure, and workplace technology platforms.
• Ability to define goals, KPIs, and drive continuous improvement through data.

Preferred Experience:

• Enterprise IT service management and employee productivity technologies.
• Organisational change management and continuous improvement (Lean Sigma or similar).
• Experience optimising Azure Cloud and M365 environments.

Qualifications:

• Bachelor's degree in Computer Science, IT, or equivalent experience.
• ITIL Foundations or equivalent.
• Interest or experience in Life Sciences is a plus.

Key Competencies:

• Customer-focused and service-oriented.
• Strong strategic thinking, influencing, and stakeholder management.
• Collaborative and adaptable to continuous improvement and organisational change

The organisation is a medium-sized entity within the life science industry.

• Competitive salary ranging from 55,000 to 65,000 GBP annually.
• Additional benefits package included.
• Permanent position based in London - 3 days on site

If you are a motivated and experienced IT Service & Platform Manager, we encourage you to apply and become part of this exciting opportunity in London.

Skills Required