Location: Croydon | Liverpool | Manchester | Sheffield
Salary: £46,062 (£50,182 for London based) plus additional skills allowance of up to £8,300
Advert Close: Monday 30th March 2026
Home Office Government Digital and Data designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.
As a Senior Service Manager, you will liaise with internal and external, senior and 3rd party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology.
You will have a strong background and experience in IT Service Management, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise, you will effectively influence change within one of the largest government organisations and have the opportunity to manage national critical services.
You will interface with Service Architecture & Transition, Service Operations & Programme Portfolios to assure the delivery of the service(s) you are responsible for, ensuring the quality of the service being delivered meets the business needs.
Senior Service Manager
As a Senior Service Manager, your main day to day responsibilities will be;
* Ensuring that the customer receives the highest level of service from the Metis Live Services teams and managed suppliers, promoting a culture of customer satisfaction.
* Managing and working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.
* Effectively communicating and collaborating with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
* Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
* Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
* Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
* Supporting the deliver and stability of Oracle Fusion ERP services, ensuring they meet the operational and business needs.
* Leading incident and problem calls across delivery teams and business stakeholders, ensuring timely resolution and clear communication.
You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. In addition, you will participate and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Person specification
We are recruiting three Senior Service Managers to join the Metis Live Services Team.
Two of these positions will have specialist focuses — one in Environments and one in Accessibility.
When submitting your application, please clearly indicate which role(s) you wish to be considered for.
As a Senior Service Manager you will have a demonstrable passion for Service Management, with the following skills or experience;
* Understanding Service Management and agile methodologies and models.
* Having the ability to lead and coordinate major incident and problem resolution activities across technical delivery teams and business stakeholders.
* Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
* Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified.
* Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
* Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.
Senior Service Manager (Environments)
Additionally for the Senior Service Manager (Environments) you will bring strong experience working with Oracle Fusion environments, including the toolsets used to administer them (such as Oracle Console, Jira and ServiceNow). You will be able to oversee environment configuration and ensure environments remain stable, well‑managed and fit for purpose.
Senior Service Manager (Accessibility)
You will have a solid understanding of digital accessibility and the Web Content Accessibility Guidelines (WCAG), with hands‑on experience interpreting WCAG test results. You will also be able to coordinate remediation activity, ensuring accessibility issues are resolved effectively and in line with standards.
* A civil service pension with employer contribution rates of at least 28.97%.
* In-year reward scheme for one-off or sustained exceptional personal or team achievements.
* The ability to potentially adopt flexible working options that suit your work/life balance, plus the opportunity in future to take a career break.
* 25 days annual leave on appointment, rising with service.
* Eight days public holidays, plus one additional privilege day.
* 26 weeks maternity, adoption or shared parental leave at full pay, followed by 13 weeks statutory pay and a further 13 weeks’ unpaid, after qualifying service.
* Maternity and adoption support leave (also known as paternity leave) of two weeks full pay, after qualifying service.
* Paid leave for fostering approval processes, support when a child is substantively placed with you plus a foster to adopt policy.
* Support for guardians and kinship carers.
* Corporate membership of ‘Employers for Carers’ providing additional information and advice for carers, plus a ‘Carer’s Passport’ to discuss workplace needs and underpin supportive conversations.
* Time off to deal with emergencies and certain other unplanned special circumstances.
Please click on apply now to be directed to our full job advert and application portal.
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