First Orion UK Limited is a fast-growing, privately held company focused on eliminating scam and nuisance calls across telecommunications networks. Headquartered in Little Rock, Arkansas (USA), First Orion is seeking a ITSM Service Manager based in the United Kingdom who will report to the Associate Director, IT Service Management. The ITSM Service Manager is a full-time, permanent employee position and will be responsible for maintaining and supporting IT Service Management (ITSM) solutions and processes. In this role, you will collaborate with service owners and stakeholders to evaluate and optimize the delivery of IT services managed by the ITSM team. You will remove roadblocks, solve problems, and drive the successful delivery of IT services in a fast-paced environment. You will also coordinate changes to IT services to minimize disruption and ensure smooth operations. This is a individual contributor role with no direct people management responsibilities. What You'll Do: Oversee the effective functioning of core ITSM processes for a portfolio of IT services. Ensure all IT staff are aligned to support IT services efficiently and in accordance with SLAs. Serve as a key service SME in support of incident escalations. Produce Root Cause Analysis (RCA) documentation for significant problems. Design and implement the monitoring and event management strategy for supported services. Maintain accurate information about IT services in the CMDB (Configuration Management Database). Oversee change-management activities for infrastructure, applications, and services. Author knowledge base articles related to supported IT services. Facilitate the remediation of security vulnerabilities. Identify opportunities for service improvement and evaluate IT performance against best-practice KPIs. What you’ll need: Working knowledge of highly available enterprise IT systems, as well as ITSM/SMO and ITIL processes. Expertise with network and application monitoring tools such as New Relic, Zabbix, AWS CloudWatch, or similar. Understanding of ITSM ticketing systems (ServiceNow, Jira). Strong written and verbal communication skills with the ability to clearly document and explain business processes. Familiarity with Amazon Web Services (AWS). Ability to analyze and support complex client/server applications. Bonus points: AWS Cloud Practitioner or other advanced AWS certifications. ISO audit/compliance experience. ITIL certification. Technical knowledge of common AI tools, such as Microsoft Copilot. Experience supporting carrier-grade networks. Our work environment is energetic, focused, fun, and collaborative. We’ve created a special culture where trust and transparency are the key and employees are empowered to make their own decisions. Our people are passionate about what we do and have an indomitable spirit to get things done. Everyone is a part of the big picture here. This role primarily follows UK business hours. Due to First Orion’s global operations, occasional early starts (as early as 6:00 AM UK time) are required to support overnight maintenance windows and service escalations aligned with US Central Time. There is no formal on-call rotation. Business-hours escalations are supported through a shared resource model. Working hours will comply with UK Working Time Regulations. Applicants must have the legal right to work in the United Kingdom. Visa sponsorship is not available for this role. Personal data will be processed by First Orion UK Limited as data controller for recruitment purposes, in accordance with our privacy notice. The role is based in the United Kingdom. Salary will be £53,300-£69,400 depending upon experience. Benefits are provided in accordance with UK employment standards and include: Access to healthcare through the UK National Health Service (NHS). Open PTO and public (bank) holidays in line with UK statutory requirements. Workplace pension with employer contribution. First Orion is an equal opportunity employer and is committed to creating an inclusive environment for all employees. All qualified applicants will be considered without regard to race, religion, gender, sexual orientation, age, disability, or any other protected characteristic. By applying for this role, you acknowledge that your personal data will be processed in accordance with First Orion’s privacy policy. First Orion is a leading telecommunications technology provider, with over 300 employees worldwide building Branded Communication and scam protection solutions. Consumers are fed up with the mobile calling experience – 85% of people say they don’t feel comfortable answering calls from unknown numbers – thanks to scammers and bad actors. We’re focused on improving the total user experience by helping companies deliver confidence in every call — not a faceless “800” or unknown number. First Orion can do this in multiple ways: With INFORM’s branded text display, companies can deliver their business name, department or other custom message on the consumer’s mobile device each time they call. With ENGAGE’s branded graphic display, businesses can brand their calls with their name, logo, colors, and a personalized message. The results? Increased answer, engagement, and conversion rates. And a better user experience. First Orion also provides leading in-network scam protection solutions for carriers and contact centers identifying scam calls and notifying mobile users on their caller ID screens so people don’t answer scam calls. We believe our people are part of what makes our workplace so unique and so successful. Our employees are one of the most critical assets to our business, which is why we adopted the cornerstone “People First.” We built our culture on a foundation of trust and transparency, informing everything we produce. We’re a multi-year certified a Great Place to Work — eight years running! More at www.firstorion.com, @FirstOrionCorp or First Orion Blog.