Job reference 332751. Service Manager. Competitive salary plus car allowance, healthcare and 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.
The role can be based either 3x days a week in London Office with travel to Sheffield or Sheffield based x3 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
We're looking for someone who brings:
* 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 - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.
* Supportive and generous company sick pay.
* Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals.
Closing Date: 23rd April 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
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