IT Service Manager

Job Description

Type of work : Full Time - Office based

London - 1 day a month

1 day a week WFH after 6 months

About Us

As a leading Insurtech specialising in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. We’re ambitious, passionate, and brave - always looking for ways to grow, improve, and be the best we can be!

About The Role

We are seeking an IT Service Manager to oversee IT service delivery, ensuring seamless technology operations that support business goals. The ideal candidate will drive IT service efficiency, enhance user experience, and ensure compliance with industry regulations.

Key Responsibilities

• IT Service Management & Operations : Work with our IT support supplier to ensure timely incident resolution, create & oversee IT service desk for our various tech platforms, manage problem management processes to minimize disruptions, on-site triaging and 1st line support if needed.
• Service Delivery & Improvement : Define and monitor SLAs, ensure IT services meet business needs, drive continuous service improvements, implement best practices, and optimize IT processes for efficiency and cost-effectiveness.
• Risk, Security & Compliance : Manage the transition to compliance with IT regulations (e.g., GDPR, NIST, ISO), manage IT risks, cybersecurity, and business continuity planning, conduct regular audits, and ensure adherence to data protection policies.
• Change & Vendor Management : Lead IT service transitions, oversee vendor relationships, ensure contract compliance and service quality, manage IT assets and software licensing.
• Stakeholder Engagement & Strategy : Act as a bridge between IT and end users, align IT services with company objectives, provide regular reports and insights to senior leadership, and ensure a user-centric approach to IT service delivery.

Qualifications & Skills : Experience in IT service management, preferably in the insurance or financial sector. Certifications such as ITIL, COBIT, or relevant ITSM certifications are preferred. Strong organisational, problem-solving, and stakeholder management skills. Familiarity with cloud services, cybersecurity, and IT infrastructure.

What We Offer

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