Service Manager
Location: Hybrid/Remote
Position Overview
We are searching for an experienced IT Service Manager for our Service Management and Delivery capability. The successful candidate will bring a full understanding and experience of the ITIL (version 4 or 3) framework to align service delivery with customer goals, improve efficiency and customer value, and deliver contractual requirements.
Your Role And Primary Responsibilities
* Contribute and lead on Service Performance Management reporting
* Chair monthly Performance Management governance with the customer and its Service Management partners
* Lead on Major Incident Management activities for all Major Incidents (MI) within the programmatic scope
* Creation and Input to MI reports
* Maintain and update Service Management process and procedure documentation, ensuring currency at all times
* Manage stakeholder communication and engagement, including with key customer suppliers
* Hands‑on management of all core ITIL disciplines in scope of the programme
* Ensure effective flow of information between adjacent processes e.g. changes to incidents to problems, where required
* Manage all key KPIs and SPIs and maintain SLA adherence throughout the reporting period
* Present and relay, often complex, technical information to customer stakeholders in a straight‑forward, digestible manner
* Act as escalation point to programme Service Delivery Manager (SDM) and deputise for SDM as and when required
* Identify and lead on Continual Service Improvement initiatives
* Chair governance forums across the applicable ITIL disciplines as required on the programme
* Ensure timely and detailed updates captured in ITSM toolsets as required for each process
* Work closely and interface with the customer’s Service Management organisation and teams
* Foster a cohesive and motivated team across the Service Management functions to drive a positive experience for the customer
Basic Qualifications
* Proven track record with a minimum of 5 years’ experience in an IT Service Management/Service Delivery role
* Sound knowledge and experience working with ITSM tooling such as ServiceNow, JIRA Service Desk and BMC Remedy/Helix
* Familiarisation with software used for IT system technologies
* Strong stakeholder management experience
* Experience managing complex, multi‑party technical incidents and problems
* Experience of working within a mixed BAU and project delivery environment
* Excellent analytical, organisational, and communication skills
* Self‑starter with ability to work with minimal supervision
Preferred Qualifications
* Bachelor’s degree or suitable experience working in a Service Delivery / Service Management environment
* Demonstrated ability to manage multiple priorities and work effectively in cross‑functional teams
* Ideally with one or more ITIL v3 or v4 qualifications
* People Management experience
Security Clearance
* Ability to gain Metropolitan Police Service NPPV2 security clearance (essential)
* Willingness to gain MOD DV (advantageous)
Location Details
* Mobile worker – predominantly working from home
* Expected to be in the Farnborough office 2 days per fortnight
* Expected to attend Programme Increment planning 5 days every 3 months in Leidos Office (Farnborough/Glasgow)
* Ability to attend customer location (Greater London) when needed, typically 2 days per month
Benefits
* Contributory Pension Scheme
* Private Medical Insurance
* 33 days Annual Leave (including public and privilege holidays)
* Access to flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
* Flexi‑Time
Commitment To Diversity
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.
#J-18808-Ljbffr