Technology Service Manager
About The Role
We are looking for an experienced Technology Service Manager to play a key role in ensuring the delivery of high‑quality, reliable, and cost‑effective technology services across our organisation.
Sitting within the Technology Team and working closely with our managed service providers (MSPs), you will act as the bridge between our business and our suppliers — owning service performance, managing key relationships, and driving continuous service improvement.
In this role, you will oversee service governance, incident and problem management, supplier performance, and the overall end‑user experience. You’ll ensure that our technology services support operational needs, align with business priorities, and continuously evolve to meet the organisation’s growth and quality standards.
This is an excellent opportunity for someone who thrives in a service‑focused, stakeholder‑rich environment and is passionate about delivering exceptional customer and user experiences.
Please note that we will be interviewing throughout the duration of this advert. Therefore if you are interested in this role an early application is advised as we may close the advert prior to the advertised date.
Responsibilities of the Role
As our Technology Service Manager, you will be responsible for:
Service Management
- Owning the end‑to‑end delivery of technology services provided by our MSPs
- Monitoring service performance and ensuring SLAs, KPIs, and contractual obligations are consistently achieved
- Analysing service reports, identifying trends, and driving corrective actions
- Ensuring services align with business needs, operational requirements, and future growth
Supplier & Contract Management
- Acting as the primary point of contact for MSPs
- Leading service review meetings to ensure accountability, transparency, and continuous improvement
- Managing escalations and ensuring timely issue resolution
- Supporting contract renewals and commercial discussions with senior leadership
Governance & Continuous Improvement
- Maintaining service documentation, service catalogues, and operational processes
- Identifying opportunities to enhance service quality, efficiency, and user satisfaction
- Ensuring compliance with security, data protection, and regulatory standards
- Providing insight into service performance to shape future technology strategies
Stakeholder Engagement
- Acting as the voice of the business within the Technology function
- Communicating service updates, incidents, and planned maintenance activities
- Building strong relationships across the organisation to understand needs and challenges
- Providing performance metrics and ensuring the wider business has clear visibility of service performance
Incident, Problem & Change Management
- Overseeing major incidents, ensuring clear communication and quick resolution
- Ensuring ITIL‑aligned incident, problem, and change processes are followed
- Validating root‑cause analysis and ensuring long‑term fixes are implemented
- Assessing and approving changes while minimising business impact
Additional Responsibilities
- Ensuring service performance meets or exceeds expectations
- Preparing regular service performance reports for senior leadership
- Collaborating with the Head of Technology Delivery to support budget adherence
- Supporting out‑of‑hours work and site/data centre visits when required
Skills and Experience
We’re looking for someone who can bring:
- ITIL qualification (Practitioner level ideal)
- Strong service management expertise with experience leading service delivery or service management functions
- Proven experience managing third‑party suppliers against strict SLAs and KPIs
- Excellent understanding of Service Management methodologies and best practices
- Strong communication and stakeholder management skills, with the ability to influence and build positive working relationships
- Experience managing and reporting on internal SLAs
- Confidence in managing escalations and owning issues through to resolution
- Ability to prioritise effectively in a fast‑paced environment
- Knowledge of compliance and regulatory frameworks such as ISO 27001, GDPR, ISAS, Cyber Essentials+
About Alliance Medical
Alliance Medical are Europe’s leading independent provider of imaging services.
We combine service excellence and innovative imaging technologies to improve patient care and support NHS and independent organisations with their ongoing imaging requirements. Our approach has delivered consistent company growth for more than 30 years.
We live by our company values to ensure the highest level of patient care:
Our Values
Leaders, managers, and supervisors have a particular responsibility to be role models in terms of how they demonstrate these values themselves and how they engage their teams to work in this way.
Collaboration:
We work together and in partnership for all our patients. We respect expertise and combine it to achieve more.
Excellence:
We never compromise. We strive to deliver the very best in everything we do to ensure the highest quality of care. We treat our patients and each other with compassion, dignity and respect.
Learning:
Knowledge and understanding comes from learning. At Alliance Medical we are committed to ensuring that each and every one of us keeps on learning and that we continuously look for improved ways of working.
Efficiency:
Efficiency in healthcare means more patients get better care. We constantly seek new ways to use the scarce resource of healthcare more intelligently so that more people can live longer, fuller lives.
Openness:
We act with transparency and honesty in everything we do, where staff are encouraged to speak up to ensure a safe and secure environment for our patients.