About us:
Spectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health, and wellbeing solutions. Our HealthTech delivers digital transformation for Insurers, Educators, and Employers through Co-creation or seamlessly integrated out-of-the-box solutions that decrease digital fragmentation and engage, empower, and transform lives.
Established in 2018 by Stuart McGoldrick and Stephen Costello, Spectrum.Life provides services internationally to over 7.2 million insurance members, 3,000 corporate clients, 60 universities, and 650,000 university students. Spectrum.Life currently employs over 350 people.
Our vision is to change and save as many lives as possible.
Role Brief:
We are seeking an experienced and strategic IT Service Manager (ITIL) to oversee the efficient and reliable operation of our SaaS software platform and mobile app services. This role will work closely with external clients and internal teams, including Engineering, Product, Content, Commercial, Account Management, and Clinical teams, to ensure seamless service delivery, incident management, and continuous service improvement. The IT Service Manager will be responsible for managing IT service operations following ITIL best practices, ensuring optimal performance, security, and availability of our software solutions.
Responsibilities:
IT Service Management & Support
· Oversee the IT service function, ensuring high performance, uptime, and security of critical business systems.
· Lead IT support operations, providing technical oversight for internal teams and external customers.
· Ensure smooth operation of O365, Azure, AWS, and other enterprise tools.
· Manage incident response, problem management, and escalation processes in line with ITIL best practices.
Vendor & Partner Management
· Select, negotiate, and manage relationships with IT service providers, telecoms, cloud vendors, and hardware suppliers.
· Monitor SLAs and ensure vendors meet compliance, security, and performance standards.
· Drive cost optimisation strategies while ensuring service quality and resilience.
Cloud & Infrastructure Management
· Lead the administration, maintenance, and continuous improvement of cloud environments (Azure, AWS) and enterprise applications.
· Oversee security, backups, disaster recovery, and business continuity planning.
· Ensure scalability and integration of IT solutions with business applications and client-facing platforms.
Security & Compliance
· Implement and maintain security best practices, ensuring compliance with industry standards such as ISO 9001, GDPR, HIPAA, and HSE Digital Health frameworks.
· Conduct regular system reviews, audits, and vulnerability assessments.
· Work with compliance and legal teams to ensure data privacy and cybersecurity policies are enforced.
Process Improvement & ITIL Best Practices
· Develop and refine ITSM processes in line with ITIL standards.
· Drive automation and AI-based solutions to improve efficiency in IT operations and customer support.
· Implement performance monitoring tools and service dashboards to track KPIs and SLAs.
Telecoms & Unified Communications
· Manage the organisation’s telecoms infrastructure, VoIP, and collaboration tools.
· Ensure reliable and secure connectivity for remote and on-site employees.
· Evaluate and implement solutions to enhance communication and collaboration across the business.
Customer & Internal IT Support
· Lead a customer-centric IT support function to resolve technical issues quickly and efficiently.
· Work closely with product teams to enhance the user experience of digital health solutions.
· Define and implement self-service tools, chatbots, and AI-driven support for improved IT service delivery.
AI & Emerging Technologies
· Explore and integrate AI-driven IT service solutions, such as automated monitoring, predictive maintenance, and virtual assistants.
· Stay ahead of industry trends, bringing innovative technology solutions to Spectrum.Life’s IT operations.
Requirements:
· 5+ years in IT Services Management or similar role within a tech-driven or healthcare organisation.
· Strong expertise in vendor management, IT service delivery, and cloud infrastructure (Azure, AWS, O365).
· Strong expertise in ITIL frameworks, service operations, and performance monitoring.
· Hands-on experience with ITSM tools, change management, and IT governance.
· Experience with ITIL frameworks and incident/problem/change management.
· Hands-on knowledge of cybersecurity, risk management, and compliance.
· Excellent communication, stakeholder management, and leadership skills.
Desirable:
· Healthcare sector experience, particularly within digital health, healthtech, or SaaS platforms.
· Certifications such as ITIL, Microsoft Azure, AWS, CISSP, or PMP.
· Familiarity with AI tools, automation, and process optimisation.
· Experience working with ISO 9001, GDPR, HIPAA, or other healthcare regulations.
Key Traits
· Ability to work in a fast-paced and ever-changing environment.
· Low ego, with a strong emphasis on team success over individual recognition.
· Curious and passionate about technology, innovation, and problem-solving.
· Resilient and adaptable, capable of navigating challenges with a solutions-oriented mindset.
· Succinct communicator, able to convey complex technical ideas clearly and effectively.
· Excellent stakeholder management skills, with the ability to collaborate across technical and business teams.
Your profile
If you are a strategic and hands-on IT service leader passionate about delivering reliable and high-performing digital solutions, we would love to hear from you!
