Job reference 332750
Service Manager
Competitive salary, healthcare, 18% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.
Permanent, Full time.
Role can be based either 3x days a week in London Office with travel to Sheffield or Sheffield based 3x days a week and travel to London.
About The Role
As a Service Manager, you will take ownership of the day‑to‑day delivery of IT Services within your portfolio. You’ll build strong relationships with customers, suppliers, and stakeholders, ensuring services are delivered in line with formal agreements. You’ll play a key role in incident management, service improvement, and supplier governance, while supporting the introduction of new services into live operation.
Key Responsibilities
* Manage the daily delivery of IT Services, adhering to Royal Mail’s Change Management process.
* Drive and coordinate resolution of High Priority Incidents, ensuring clear communication of business impact.
* Support Major Incident Management, including Root Cause Analysis and remediation activities.
* Perform out‑of‑hours duty manager responsibilities on a rota basis.
* Lead Service Improvement Plans, working with suppliers and internal teams to enhance efficiency.
* Run Supplier Monthly Service Reviews, ensuring accurate reporting and contractual compliance.
* Collaborate with suppliers and internal teams to ensure new services are operationally ready and seamlessly transitioned.
* Contribute to service requirements, acceptance criteria, and operational documentation.
* Support reviews of Service Level Agreements and Contract Change Notes.
* Ensure the CMDB and service risk registers are accurate and up to date.
* Embed a culture of collaboration across suppliers and internal teams, creating high‑performance virtual teams.
About You
* Strong relationship management skills with the ability to influence and collaborate across multiple suppliers.
* Proven experience in Service Management and managing Service Level Agreements.
* Excellent analytical skills and communication abilities.
* A proactive ownership mindset, with initiative and drive to deliver results.
* Experience working in an ITIL‑compliant environment (ITIL qualification required).
* A track record of managing suppliers to successful outcomes.
* Ability to apply analytical thinking to identify root causes and deliver practical solutions.
Why Join us?
* Be at the heart of Royal Mail’s IT Service delivery, ensuring availability and resilience across critical systems.
* Work in a collaborative environment with exposure to senior stakeholders and suppliers.
* Play a key role in shaping service improvements and introducing new IT capabilities.
* Join a trusted organisation with a proud heritage and an exciting future in digital transformation.
Extra Benefits
* Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
* Discounts and offers – more than 800 offers to help you save on groceries, days out, holidays and household bills.
* Supportive and generous company sick pay.
* Your Wellbeing – 24/7 access to services and tools to help you get the most out of life, covering physical, mental, financial and social support and advice.
Closing Date: 4th December 2025 (this advert may close early if the appropriate number of applications has been reached).
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