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Service Manager

  • Location:


  • Sector:

    Change and Transformation

  • Job type:


  • Job functions:

    IT Service Management

  • Salary:

    £500 - £600 per day + Outside IR35

  • Contact:

    Issy Faife

  • Contact email:

  • Job ref:


  • Published:

    12 days ago

  • Duration:

    6 months

  • Expiry date:


  • Startdate:


This role will report to the Head of Systems.

Key Accountabilities and Responsibilities

  • Provide leadership and ownership of Service Management processes across the whole lifecycle and in conjunction with counterparts in the partner organisations.
  • Process and Service Design - develop and maintain plans, design documents, policies, processes, operating procedures, SLA/OLAs, DR/BCP etc. in line with agreed standards, taking a holistic view and ensuring integration between service management activities. Establish suitable governance arrangements as appropriate.
  • Service Implementation - implement and embed service management activities and processes and with agreed support resources, in collaboration with the partners. Define, agree and operate interfaces to all support partners. Ensure new systems and releases are transitioned into service effectively and service acceptance criteria are met. Communicate changes, processes and deliver briefings as required.
  • Service Operation - ensure service availability is maintained in a high volume 24/7 environment, including effective management of high severity incidents through oversight of Critical Incident management processes as required. Operate Change Management, Release Management, Incident Management and Problem Management processes effectively on an ongoing basis. Function as a point of escalation when required. Facilitate resolution of interface issues with partners and suppliers.
  • Process Improvement - ensure all service and support related processes and services are measurable and have appropriate agreed KPI's. Establish KPI monitoring and review to enable continuous improvement. Promote a continuous improvement culture and develop and own service and process improvement plans.
  • Performance Management and Reporting - develop and implement effective performance management and reporting arrangements, working closely with third party suppliers.
  • Security, Integrity and Data Protection - ensure security and integrity of platforms and data, including identity and access management, working with Partner resources as appropriate. Interface with Partner security teams to enhance platform security and respond to new threats as they arise.
  • Stakeholder Management - build effective stakeholder relationships with the Product Team, partners and system suppliers, and collaborate to ensure effective end-to-end service operation. Understand impact of changes and incidents on partner systems and operations.

Key Characteristics

  • Proven experience of leading design and implementation of service management solutions across the product development lifecycle
  • Experience, or exposure to Service management in an Agile environment
  • Strong experience of operational service management in a high volume, cloud-based environment
  • Experience of business continuity management and disaster recovery scenarios
  • Excellent written and verbal communication skills, including the ability to understand and explain complex technical ideas to both technical and non-technical audiences
  • Demonstrable experience of strong stakeholder management skills, preferably in a challenging global environment
  • Strong performance improvement and business alignment skills, with a track record of successfully identifying and implementing service improvements
  • Strong organisational skills
  • Experience of people management in a cross-organisational and/or matrix environment
  • Ability to work calmly under pressure in high stress situations
  • Ability to work across multiple activities and be flexible and adaptable to a changing environment
  • Good understanding of IT architectures, cloud platforms, digital services, open source, emerging technologies and agile project management techniques
  • Relevant qualifications (e.g. ITIL, COBIT, ISO 2000) or equivalent experience
  • A degree in computer science or a related technical discipline is desirable, or equivalent experience