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Senior Service Manager

Job Description

This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public. As a Senior Service Manager, you will be a key decision maker and liaise with the most senior internal and 3rd party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology.

Using your strong knowledge of Service Management and stakeholder management skills, you will effectively influence change within one of the largest government organisations.

You will interface with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues to assure the delivery of the service/s you are accountable for. You will also engage with wider teams and stakeholders to manage opportunities, risks and escalations, ensuring the quality of the service being delivered meets the business needs

  • Ongoing integration of service providers with Operating Models ensuring new / updated services are effectively onboarded as required, ensuring necessary development to support Service integration functions in live developing, implementing, and communicating Service Management and DDaT strategies
  • Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers
  • Identifying appropriate internal and external suppliers to deliver services, working with them to agree the approach based on the defined outcomes
  • Effectively engaging with senior stakeholders, both internal and external, to ensure alignment and to manage challenges and escalations from the Service Management teams
  • Having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services
  • Making decisions regarding cost reductions and opportunities based on supplier financial performance, subsequently managing suppliers to deliver accordingly
  • Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation
  • Building effective partnerships across the technology organisation to share best practice
  • Ensuring that all suppliers carry out processes to ITIL standards, or those that are defined by DDaT 
  • Representing customers in Service Readiness reviews and assessments 
  • Promoting a culture of customer satisfaction 
  • Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.