Front Office Service Manager

Skanska; Watford; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading construction firm is seeking a Front Office Service Manager to join their Technology & Sustainability team in Watford. This role involves leading the delivery of front office IT services, managing service desk operations, and ensuring compliance with IT asset management across hardware and software lifecycles. The ideal candidate will have a proven track record in end-user services and strong skills in stakeholder management. An inclusive workplace, diverse backgrounds are embraced.

Qualifications

• Proven track record in managing service desk and IT assets.
• Ability to operate in multi-vendor and outsourced environments.
• Strong knowledge of IT asset management best practices.
• Excellent communication and documentation skills.
• Competence in vendor management and service improvements.

Responsibilities

• Lead the delivery and improvement of front office IT services.
• Manage the service desk and full hardware/software asset lifecycle.
• Maintain the IT Service Catalogue and CMDB.
• Monitor performance against SLAs and control budgets.
• Build strong stakeholder relationships and lead audits.

Skills

End-user workplace services management

ITIL principles

SIAM

Stakeholder management

Budget management

Vendor management

Job description

Skanska, one of the world’s leading project development and construction groups, is an inclusive and responsible business that is helping to build a better society.

We are looking for a Front Office Service Manager to join our Technology & Sustainability team in Leavesden, Watford.

What you’ll do:

• Lead end‑to‑end delivery, performance, and continuous improvement of front office IT services, ensuring business value, service quality, and operational efficiency.
• Manage service desk, field support, and full hardware/software asset life cycle, including procurement, deployment, maintenance, repair, and compliance.
• Maintain and update the IT Service Catalogue and CMDB, ensuring accurate service information and smooth transition of new or changed services into operations.
• Apply SIAM and ITIL principles to integrate internal teams and external suppliers, ensuring seamless service delivery and governance across a multi‑vendor environment.
• Monitor performance against SLAs/KPIs, control budgets, drive incident/problem resolution, and implement automation for operational improvement.
• Build strong stakeholder relationships to align services with business priorities, foster a customer‑first culture, and lead IT asset management audits for compliance.

What you’ll bring to the role:

• Proven track record owning and delivering end‑user workplace services (service desk, endpoints, mobile, printers, software licensing).
• Ability to manage IT services in multi‑vendor, managed service, and outsourced environments.
• Mastery of ITIL and SIAM with strong incident, problem, and change management capability.
• Deep knowledge of IT asset management best practices across hardware and software lifecycles.
• Strong stakeholder management; excellent communication, presentation, and high‑quality documentation/reporting.
• Competence in budget management, vendor management, and driving process and service improvements.

Equal opportunities

We thrive through embracing differences, whether they be social backgrounds, ethnicity, disability, gender identity or expression, age, religion, sexual orientation and any other protected characteristic – we know that diversity opens a rich potential for new ways of thinking, helping us to build successful and high‑performing teams. We call it Naturally Skanska.

Reasonable adjustments

We would like you to perform at your best at every stage of our recruitment process. Please contact us using [e-mail] or call 0330 105 2000 – Option 5 & 1, if you require any adjustments that would support you throughout your application.

More information about the role

Please note this is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Skanska. For a full role profile, please contact us: [e-mail]. The closing date for this vacancy may be subject to change any time at the sole discretion of the business.

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