IT Service Manager

Are you our new IT Service Manager?

​We are currently seeking an experienced and dynamic IT Service Manager to join our forward-thinking team. This is a fantastic opportunity to play a crucial role in shaping our IT landscape and driving our technological capabilities forward. There has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

​We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.

​Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

​This is a hybrid role, requring 3 days in the office per week, the base office for this position is London and occasional travel will be required to the other two locations, Cardiff and Manchester.

What you will be doing

This role will report into the Head of Infrastructure where you will be at the helm of our end-user computing environment, ensuring the seamless operation and management of our IT systems and infrastructure. This role is pivotal in maintaining the availability, integrity, and security of our IT services while providing exemplary user support and leadership to our service desk team.

You will be responsible for:

• IT Infrastructure Management: Oversee the deployment, maintenance, and optimization of our IT infrastructure, including hardware, M365 services, printing, telephony, and service desk platform management.
• Service & Incident Management: Lead the incident response team, ensuring prompt resolution of technical issues and maintaining high service standards.
• M365 Administration: Manage Microsoft 365 services, ensuring optimal performance, security, and user support.
• Asset Management: Maintain an accurate inventory of IT assets, ensuring efficient tracking, deployment, and retirement.
• Process Improvement: Implement ITIL processes and continuously refine existing workflows to enhance efficiency and user satisfaction.
• Automation & AI: Develop automation scripts and integrate AI-driven solutions to streamline IT operations.
• KPI & SLA Management: Establish, monitor, and report on key performance indicators and service level agreements.
• Offshore Team Management: Oversee IT support for offshore employees, ensuring they receive the necessary resources and assistance.

​What we are looking for

The ideal candidate will have experience in overseeing day-to-day operations and managing the end-user computing environment. You should be confident in managing hardware, M365 administration, laptop builds, printing, telephony, and service desk platform management.

​A self-starter, you will be customer-focused, with the ability analyse and troubleshoot complex problems. You will need to be proactive, collaborative and adaptable.

​You will have excellent attention to detail, with experience in providing a first-class service.

Some of the benefits we provide are:

• Competitive salaries and bonus schemes
• Hybrid home and office working with flexible working arrangements
• Regular training and support to develop within your career
• 25 days’ holiday & bank holidays plus birthday off
• Single Private Medical Insurance cover with BUPA
• Personal pension scheme with generous matched company contributions

In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows then we’d love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website