Senior Service Manager

Overview

In this role you lead delivery across a defined portfolio for a global client base, shaping high‑quality services and aligning them with business goals. You’ll act as a primary contact for your services, balancing customer needs with operational constraints and governance priorities. You enable data‑driven improvements and ensure accurate reporting to support senior decision‑making. This position offers meaningful work within a mission‑driven, security‑savvy organisation with strong development opportunities.

Pay / Benefits

• competitive salary
• Civil Service Pension
• annual leave 25 days
• training and development opportunities
• on‑site gym, nursery, café and restaurant
• season ticket and bike loans

Responsibilities

• Lead delivery across a defined service portfolio and promote consistency, resilience, and knowledge sharing
• Be the main contact and escalation point for assigned services
• Monitor risks, issues, dependencies, and performance; ensure timely, accurate reporting
• Use data and feedback to drive improvement opportunities and capture lessons learned
• Support governance, financial integrity, and customer outcomes; contribute to documentation and MI
• Represent the organisation in governance forums and stakeholder meetings
• Produce high‑quality reports and briefs for senior stakeholders
• Support organisational resilience and capability development across service teams
• Collaborate with cross‑functional teams to deliver value at scale

Key requirements

• Experience managing services in a complex operational or customer‑facing environment
• Ability to build strong stakeholder relationships across teams and organisations
• Proven use of reporting, KPIs and customer insights to manage service performance
• Track record of leading service improvements and change initiatives
• Experience producing reports and briefings for senior stakeholders
• Strong literacy, numeracy, and digital capability
• Knowledge of Service Management principles and lifecycle concepts
• Commitment to continuous professional development in Service Management
• Willingness to work towards advanced ITIL/ISO qualifications

• relationship building
• communication and influencing
• collaboration and teamwork
• Service Management principles and lifecycle concepts
• Governance, assurance, risk and compliance in service delivery
• Continual Service Improvement methodologies

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