Job Description

Job Advert

IT Service and Systems Manager

At Protein Works, we rely on our IT systems to power solutions across all functions at our state-of-the-art PW Campus facility. As we continue our mission "To Create The Best Shakes On The Planet," we're seeking an experienced IT Service and Systems Manager to lead our IT service delivery and ensure operational excellence across our growing technology landscape.


The selected individual will report directly to our Technology Director and will be responsible for managing a small, dynamic team of IT Systems and IT Support executives. This is a pivotal role that bridges the gap between technical operations and business strategy, ensuring our IT services align with and support our rapid growth as one of the UK's fastest-growing multi-award-winning consumer food brands.

Objectives of this role

Lead and develop a high-performing IT service team to deliver exceptional support across the organization Establish and maintain robust IT service management frameworks using JIRA Agile processes, ITIL methodologies, or similar industry standards Drive continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction Ensure seamless integration between IT operations and business objectives through strategic planning and stakeholder engagement Maintain comprehensive asset management and configuration control to protect and optimize our technology investments Foster a culture of ownership, accountability, and proactive problem-solving within the IT team

Key Responsibilities

Asset and Configuration Management

Establish and maintain comprehensive asset registers for all IT hardware, software, and licenses Track, log, and maintain accurate configuration information to protect assets and components Implement lifecycle management processes for IT assets from procurement to disposal Ensure compliance with licensing agreements and optimize asset utilization

Business Analysis (IT Operations)

Investigate problems and opportunities within existing IT processes and systems Analyze business requirements and translate them into technical solutions Contribute to recommending and implementing solutions that enhance operational efficiency Conduct gap analyses between current and desired states of IT service delivery

Continual Service Improvement

Develop and maintain awareness of process efficiency opportunities Support and lead specific activities to improve IT service delivery processes Identify and address service deficiencies through root cause analysis Implement metrics and KPIs to measure and drive service improvement Champion best practices and innovative approaches to service management

IT Service Reporting and Management

Produce comprehensive service reports in appropriate formats within agreed timeframes Work collaboratively with stakeholders to refine and enhance reporting processes Interpret complex data sets and communicate insights effectively to technical and non-technical audiences Monitor service performance against SLAs and implement corrective actions as needed

Ownership and Initiative

Take full ownership of issues and incidents until resolution or appropriate handover Demonstrate proactive problem-solving and decision-making capabilities Lead by example in promoting a culture of accountability and ownership Drive initiatives that prevent recurring issues and improve service stability

Service Focus and Framework Knowledge

Maintain a holistic view of IT services and their interdependencies Investigate and optimize service delivery across the entire service portfolio Demonstrate comprehensive knowledge of service management frameworks (ITIL, Agile) Apply lifecycle and capability elements of ITIL to improve service maturity Balance technical requirements with business needs to deliver optimal outcomes

Stakeholder Relationship Management

Identify and engage with key stakeholders across all business functions Tailor communication strategies to meet diverse stakeholder needs Build consensus and foster collaborative relationships across departments Use evidence-based approaches to explain decisions and build trust Act as the primary liaison between IT operations and business units

Strategic Thinking and Planning

Work within the broader strategic context of the organization Communicate how IT activities align with and support strategic goals Contribute to the development of IT strategy, policies, and roadmaps Identify emerging technologies and trends that could benefit the business

Technical Understanding and User Focus

Maintain strong understanding of core technical concepts across infrastructure, applications, and cloud services Apply technical knowledge to guide team decisions and solution design Identify and engage with users to understand and document their needs Use quantitative and qualitative data to drive user-focused improvements Ensure IT services meet or exceed user expectations

Required Skills and Qualifications

Minimum 5 years of experience in IT service management or similar role, with at least 2 years in a leadership capacity Proven experience managing IT teams and driving service delivery improvements Strong knowledge of IT service management frameworks (ITIL Foundation certification required, ITIL Intermediate/Expert preferred) Experience with Agile methodologies and tools (JIRA, Confluence, or similar) Demonstrated expertise in asset management, configuration management, and service catalog development Strong analytical and problem-solving skills with data-driven decision-making capabilities Excellent interpersonal and communication skills for engaging with stakeholders at all levels Experience with IT service reporting, SLA management, and performance metrics Understanding of modern IT infrastructure including cloud services, networking, and security principles Ability to balance technical requirements with business priorities

Preferred Skills and Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field ITIL v4 Managing Professional or Strategic Leader certification Project management certification (PRINCE2, PMP, or Agile/Scrum Master) Experience in e-commerce or fast-growing consumer goods environments Knowledge of Windows and Linux environments, virtualization, and cloud platforms (AWS, Azure) Experience with IT budgeting, vendor management, and contract negotiation Understanding of GDPR, data protection, and IT compliance requirements * Experience implementing or managing ITSM platforms