Service Desk Team Manager Full Time NEW

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score – reflecting how much our people value working here.

Join us to make a positive impact on the environment and our communities, while being supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

We have an opportunity to join our IT Operations team, within the Service Management space, as Service Desk Manager.

In this role, you’ll be accountable for developing and delivering a people‑centred, customer‑focused service, leading a team of multi‑disciplinary technical professionals in the day‑to‑day operation of the IT Service Desk.

This role represents a shift from a purely metrics‑driven model to one that balances performance insight with professional judgement, colleague experience, and doing the right thing for our customers. You’ll still care about data and service performance—but you’ll use it to improve outcomes, not just to report numbers.

You’ll be operationally responsible for Service Desk policies, processes and service insight, ensuring the Service Desk is organised, resilient, and equipped to provide a responsive, empathetic and high‑quality experience for colleagues. You will also be exploring how to utilise AI and Automation to enhance efficiency and the user experience.

As Service Desk Manager, you’ll ensure requests and incidents are handled effectively through our ticketing system, oversee appropriate escalation to Incident Management during major incidents, and support the adoption of standards that improve service quality, consistency and trust. You will play a key role in transition to service and be an advocate for collaboration across IT Operations.

Some Of Your Key Accountabilities Will Include

• Creating and sustaining a great colleague experience, ensuring interactions with the Service Desk are professional, human, and solution‑focused
• Developing and continuously improving Service Desk processes, ways of working and service insight, with a focus on outcomes rather than output alone
• Setting a clear vision for the Service Desk aligned to business needs, customer expectations, and Service Management best practice
• Using AI, service data, trends and feedback to inform improvement—not just to measure performance
• Reviewing KPIs regularly to ensure they drive the right behaviours and genuinely reflect service value
• Providing clear visibility of service quality through thoughtful, meaningful communication
• Owning the Service Desk budget and ensuring value for money
• Leading, supporting and developing the team through mentoring, coaching, objective setting and performance reviews
• Creating a positive, inclusive team culture where people feel trusted, supported and empowered to do their best work

You’ll be based at our Severn Trent Centre Head Office in Coventry and will lead a team of around 10 colleagues. This is a full‑time role (37 hours per week, Monday to Friday). The Service Desk operates between 06:00 and 18:00.

How We Work

You’ll join a caring, collaborative culture focused on growth, trust and delivery. We value in‑person connection and teamwork, and for this role you’ll usually be office‑based during working hours.

WHAT WE’ER LOOKING FOR

You’ll bring strong leadership experience within IT Service Management, ideally gained in a fast‑paced operational environment supporting live services.

You’ll understand first‑line support principles and incident response, but you’ll also recognise that great service is about people, not just processes. You’ll be comfortable making balanced decisions when SLAs, customer experience, and operational realities don’t align neatly.

To Be Successful In This Role, You’ll Have

• Experience leading and developing Service Desk or IT Operations teams
• Strong knowledge of ITIL practices and Service Management fundamentals
• The ability to use data intelligently while also applying insight, context and judgement
• A collaborative, supportive leadership style with a genuine focus on colleague wellbeing and experience

Skills and experience matter—but character, empathy and positivity matter just as much. We’re looking for someone who wants to improve services because they care about the people who rely on them.

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

It’s Not Just a Job; It’s a Career. You’ll Benefit From Award‑winning Training And Development, Alongside a Package Designed To Support Your Wellbeing, Family And Future, Including

• 28 days holiday plus bank holidays (with option to buy or sell up to 5 days)
• Annual bonus scheme (up to £2,225, subject to eligibility)
• Family‑friendly policies, including a year of fully paid maternity and adoption leave
• Leading pension scheme – we double your contribution up to 15%
• Sharesave scheme
• Dedicated learning through our Academy
• EV scheme, retail offers, and two paid volunteering days per year

LET’S GO

We can’t wait to hear from you. If this sounds like your kind of role, have an up‑to‑date CV ready and spare five minutes to apply.