Technology Service Manager

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.This is an excellent opportunity for someone who thrives in a service-focused, stakeholder-rich environment and is passionate about delivering exceptional customer and user experiences.Please note that we will be interviewing throughout the duration of this advert. Therefore if you are interested in this role an early application is advised as we may close the advert prior to the advertised date.As our Technology Service Manager, you will be responsible for:Service ManagementOwning the end-to-end delivery of technology services provided by our MSPsMonitoring service performance and ensuring SLAs, KPIs, and contractual obligations are consistently achievedAnalysing service reports, identifying trends, and driving corrective actionsEnsuring services align with business needs, operational requirements, and future growthSupplier & Contract ManagementActing as the primary point of contact for MSPsLeading service review meetings to ensure accountability, transparency, and continuous improvementManaging escalations and ensuring timely issue resolutionSupporting contract renewals and commercial discussions with senior leadershipGovernance & Continuous ImprovementMaintaining service documentation, service catalogues, and operational processesIdentifying opportunities to enhance service quality, efficiency, and user satisfactionEnsuring compliance with security, data protection, and regulatory standardsProviding insight into service performance to shape future technology strategiesStakeholder EngagementActing as the voice of the business within the Technology functionCommunicating service updates, incidents, and planned maintenance activitiesBuilding strong relationships across the organisation to understand needs and challengesProviding performance metrics and ensuring the wider business has clear visibility of service performanceIncident, Problem & Change ManagementOverseeing major incidents, ensuring clear communication and quick resolutionEnsuring ITIL-aligned incident, problem, and change processes are followedValidating root-cause analysis and ensuring long-term fixes are implementedAssessing and approving changes while minimising business impactAdditional ResponsibilitiesEnsuring service performance meets or exceeds expectationsPreparing regular service performance reports for senior leadershipCollaborating with the Head of Technology Delivery to support budget adherenceSupporting out-of-hours work and site/data centre visits when requiredWe're looking for someone who can bring:ITIL qualification (Practitioner level ideal)Strong service management expertise with experience leading service delivery or service management functionsProven experience managing third-party suppliers against strict SLAs and KPIsExcellent understanding of Service Management methodologies and best practicesStrong communication and stakeholder management skills, with the ability to influence and build positive working relationshipsExperience managing and reporting on internal SLAsConfidence in managing escalations and owning issues through to resolutionAbility to prioritise effectively in a fast-paced environmentKnowledge of compliance and regulatory frameworks such as ISO 27001, GDPR, ISAS, Cyber Essentials+Alliance Medical are Europe's leading independent provider of imaging services.We combine service excellence and innovative imaging technologies to improve patient care and support NHS and independent organisations with their ongoing imaging requirements. Our approach has delivered consistent company growth for more than 30 years.We live by our company values to ensure the highest level of patient care:Our ValuesCollaborationWe work together and in partnership for all our patients. We respect expertise and combine it to achieve more.ExcellenceWe never compromise. We strive to deliver the very best in everything we do to ensure the highest quality of care. We treat our patients and each other with compassion, dignity and respect.LearningKnowledge and understanding comes from learning. At Alliance Medical we are committed to ensuring that each and every one of us keeps on learning and that we continuously look for improved ways of working.EfficiencyEfficiency in healthcare means more patients get better care. We constantly seek new ways to use the scarce resource of healthcare more intelligently so that more people can live longer, fuller lives.OpennessWe act with transparency and honesty in everything we do, where staff are encouraged to speak up to ensure a safe and secure environment for our patients.J-18808-Ljbffr