Service Manager
Service Manager - SC Cleared
£60,000 - £85,000 | Remote / Hybrid | Start date: 1st April
Employment type: FTE / FTC
We're looking for an experienced Service Manager to take full ownership of Managed Services across key client accounts in secure, cloud-native environments. You'll be accountable for service performance, governance and continual improvement in modern, DevOps-enabled platforms.
What you'll be doing- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Own Managed Service performance, contractual compliance and client outcomes
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Design and manage SLAs, KPIs and OLAs in cloud-based environments
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Lead service governance forums and regular Service Reviews
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Act as primary escalation point for service risks, issues and major incidents
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Monitor and report on operational and DevOps metrics (availability, change success, deployment frequency, MTTR)
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Ensure effective service controls within CI/CD and agile delivery models
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Drive structured Continual Service Improvement initiatives
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Translate technical performance into clear business impact for senior stakeholders
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Oversee Incident, Problem and Change Management, including RCA and communications
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Work closely with cloud, platform and DevOps teams to ensure resilience and stability
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Proven experience as a Service Manager with end-to-end service accountability
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Strong track record designing and managing SLAs in cloud environments (Azure experience ideal)
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Experience operating within DevOps / CI/CD-driven delivery models
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Solid ITIL knowledge (v4 preferred)
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Confident running governance boards and Service Reviews
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Understanding of:
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Cloud infrastructure (Azure preferred)
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> DevOps operating models and CI/CD pipelines
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Infrastructure-as-Code principles
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Observability, reliability and service health metrics
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Commercially aware, outcome-focused and data-driven
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Able to work effectively with both technical teams and senior business stakeholders
- p]:pt-0 [&> p]:mb-2 [&> p]:my-0'> Calm under pressure and comfortable in fast-moving cloud environments
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