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Senior Service Manager

  • Location:


  • Sector:

    Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    IT Service Management

  • Salary:

    £75000 - £86000 per annum + plus car allowance & bonus

  • Contact:

    James Birdi

  • Contact email:

  • Job ref:


  • Published:

    30 days ago

  • Expiry date:


  • Startdate:


You're role as Senior Service Manager will be to lead a team of service managers to assist in the delivery of a large IT services portfolio, ensuring that IT Services are delivered as specified in the formal agreements between the Business, the Technology Organisation and the Suppliers.

Location - Sheffield or London (mainly remote)

Salary - Up to £86k + car allowance + bonus

You'll be joining a majorly outsourced environment, so experience of managing 3rd party/vendor relationships as well as communicating with executive business stakeholders will be imperative.

Key Responsibilities:

  • Lead Service Level Management and ensure all IT Services remain operational, and meet and exceed the stated service levels
  • Accountable for the Major Incident Management Process. Lead the investigation, diagnosis and coordination of resolution and recovery actions for all Major Incident.
  • Establish appropriate Service Level Agreements between the Business and Service Delivery. Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need and reported on
  • Monitor, manage and/or escalate supplier under-performance. Provide assistance with resolving disputes where required. Develop Service Improvement Plans when performance falls below the contracted service levels, or where opportunities for improvements arise

Ideally you'll have:

  • Leadership experience as well as experience managing a portfolio of production services.
  • An understanding of IT and IT Service delivery, obtained in a large scale support organisation.
  • Strong track record of stakeholder management, dealing with executive level internal customers and suppliers in a consistent way in order to drive continuous improvement in the service / cost balance.
  • An Understanding of COBIT IT controls

Please apply directly for more detail.