Manager IT Support and Service Management

Shape a reliable, responsive IT support and service management experience for our people.

Lead and develop a multi-layered team, driving innovation, continuous improvement, and measurable service outcomes.

Permanent, full-time role | Hybrid work arrangements on offer | Based in Newcastle.

Purpose of the role

At NGM Group, we’re continuing to evolve how Technology supports our people and the business, creating clearer ownership, stronger accountability, and a more connected technology experience.

As our Manager IT Support and Service Management, you’ll lead reliable, responsive IT support and service management across NGM Group. Reporting to the Head of Enterprise Services, you’ll lead and develop a multi-layered team, strengthening service desk capability, service management practices, and the overall end-user experience.

As our Service Operating Model evolves, you’ll work closely with Technology Service Leads and business stakeholders to ensure support is aligned to business needs, while looking ahead and continually improving how services are delivered. You’ll keep pace with emerging trends and identify opportunities to use AI, automation, and self-service to improve the employee experience, using service data and insights to measure performance and demonstrate impact.

This is an opportunity for an experienced and forward-thinking IT service delivery leader to combine strong people leadership, technical knowledge, and senior stakeholder engagement to shape a more responsive, effective, and customer-focused technology support experience.

What Success Looks Like





- Deliver responsive service desk and first-level support that meets agreed service levels and customer service standards.
- Maintain effective ITIL-aligned incident, request, problem, and change management practices.
- Build team capability through coaching, development, and capacity planning to meet service commitments.
- Improve service desk efficiency and end-user experience through automation, AI, self-service, and continuous improvement.
- Use service performance reporting and measures to identify gaps, prioritise improvements, and demonstrate progress and value.
- Stay across emerging technology and service management trends, identifying opportunities to evolve how support is delivered.
- Partner with Technology Service Leads and business stakeholders to understand requirements, resolve issues, and improve service outcomes.
- Maintain secure, compliant support services and effectively manage service-related risks.
- Manage suppliers and partners to deliver agreed service quality, performance, and value.

What You'll Bring

- A degree or higher qualification in a computer-related or business-related discipline.
- Senior-level experience leading IT service delivery, service desk, and support teams within a complex organisation.
- Advanced knowledge of ITIL incident, problem, and change management, with experience developing and improving service management processes.
- Strong people leadership capability,



with experience leading through others, developing teams, and driving improved performance.
- A forward-thinking, improvement-focused mindset, with the ability to translate emerging technology and service trends into practical improvements.
- Experience using automation, AI, self-service, and service management improvements to enhance efficiency and the end-user experience.
- Strong analytical skills, using service data and performance measures to identify opportunities, set priorities, and demonstrate improvement.
- Confidence engaging with senior leaders, business stakeholders, Technology teams, suppliers, and partners to deliver agreed service outcomes.
- Strong commercial acumen, including experience managing budgets, suppliers, and service agreements.
- Banking or financial services experience will be highly regarded, but is not essential.

What can you expect from us?

Our benefits are designed to help you thrive — in and out of work. Think health and wellbeing support like Fitness Passport, corporate health insurance and annual flu vaccinations, plus lifestyle perks including hotel discounts and flexible work arrangements. We also back what matters most with 18 weeks paid parental leave, recognition programs, an employee referral program, and dedicated time to give back (two community volunteer days and three recreational leave days each year).

Growth & opportunities – Build your capability, stretch into new challenges and shape what’s next with development support behind you.

Culture & connection – Be part of a team that’s inclusive, down-to-earth and genuinely connected, where colla

📌 Manager IT Support and Service Management (Gosford)
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