IT Service Manager

Role: IT Service Manager

Contract Type: Permanent

Salary: £60,000 - £85,000 (depending on experience), plus company benefits

Location: Sunbury-on-Thames (Kinly operate a hybrid working arrangement, with 3 days on-site; 2 days work from home)

Hours: Monday – Friday (40 hours per week)

Kinly is one of the world’s most recognisable companies within the Audio Visual and Unified Communications technology space, working with numerous high-profile global-class organisations, helping them drive maximum collaboration, engagement and productivity to enable their colleagues to work together, from everywhere.

We design, engineer install, and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Currently we have an exciting role, for a structured and process-driven IT Service Manager to design, maintain, and continuously improve core ITIL-based service management processes, as well as project management practices, across the entire IT organisation.

This role will act as a central support function, enabling consistent service delivery, internal reporting, and IT-wide coordination.

The ideal candidate will have a strong foundation in ITIL, attention to detail, and a proactive mindset to drive process maturity and service transparency.

Key responsibilities:

You will support all IT domains — Infrastructure, Applications, Services, and Cybersecurity — with responsibilities that span process design, reporting, communication, and collaboration. You will also own and maintain the IT department’s SharePoint environment as a key internal communications and knowledge-sharing platform.

Key elements:

ITIL Process Ownership & Operation

• Design, document, and operate ITIL processes such as problem management, change management, contract & license management and other ITIL processes

• Facilitate process adherence across IT teams and follow up on actions and escalations

Service & KPI Reporting

• Define and manage key performance indicators (KPIs) across IT processes

• Produce regular reports and dashboards on process performance, service maturity, contract compliance, and issue trends

• Provide insight to the Manager IT Services and broader leadership team to support operational decisions

Contract & License Management

• Maintain contract overview across IT vendors and service providers

• Monitor renewal dates, SLAs, and deliverables, and ensure alignment with operational needs

• Monitor & optimise license usage

IT Communication & Knowledge Management

• Coordinate internal IT communications (e.g., maintenance notices, process updates, service announcements)

• Maintain IT documentation standards and ensure clarity and consistency across internal content

• Own and continuously improve the IT SharePoint site, including structure, usability, and content accuracy

Project Management Support

• Support project governance by defining project templates, reporting structures, and progress monitoring mechanisms

• Assist project managers with stakeholder updates, project documentation, and milestone tracking

• Help align operational service teams with project requirements and transitions

• Lead IT projects

Skills and experience: 

• Proven experience in IT service management or IT process coordination roles

• ITIL v4 Foundation certification (Intermediate or Managing Professional preferred)

• Familiarity with project frameworks (Agile, PRINCE2, PMBOK) is a plus

• Proven experience designing and running ITIL-based processes

• Process-oriented and structured; capable of documenting and standardizing workflows

• Strong communication skills with the ability to bridge technical and non-technical audiences

• Analytical mindset with experience creating dashboards and process metrics

• Self-starter with the ability to work independently while coordinating with diverse IT teams 

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling. 

If you do require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements; or you can view the vacancy via the Kinly page on Vercida which allows you to customise the content so that you can review in a way that works best for you.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.