Service Management Team Manager

£67,730 to £81,535 per year, National £67,730 - £75,480 / London £73,165 - £81,535

Contract Type: Permanent

Hours: Full time

Disability Confident: Yes

Closing Date: 01/07/2026

The Service Manager is accountable for contract performance, service quality, and the delivery of value across all managed services and will act as the primary interface with key suppliers, particularly ISS. The role requires specialist expertise in Facilities Management contract management, including performance management frameworks, commercial governance, supplier assurance, and statutory compliance.

Key Responsibilities:

• Provide end-to-end leadership of contract management processes, including instructions, communications, early warnings, compensation events, payments, and performance governance.
• Drive contract performance, continuous improvement, and benefits realisation through proactive management of service outcomes and supplier accountability.
• Establish, maintain, and mature governance frameworks across the contract and Defra, ensuring clear decision-making, escalation routes, and performance visibility.
• Act as a key escalation point and, where appropriate, final arbiter on contract interpretation, ambiguity resolution, and dispute management.
• Own and maintain contract scope, ensuring it remains aligned to departmental objectives, evolving needs, and future operating models.
• Lead, coach, and develop a team of approximately 10–12 Delegated Service Managers and contract support staff, fostering high performance, consistency, and professional growth.
• Build strong, trusted relationships with internal stakeholders, Defra Group Commercial, and service partners to enable collaborative, outcome-focused delivery.
• Act as a strategic partner to senior stakeholders, providing insight-led advice that influences decision-making, shapes priorities, and supports long-term service transformation.
• Champion continuous improvement, driving structured improvement plans with suppliers and internal teams, including the use of contractual levers where required.
• Ensure the team and wider organisation have the appropriate capability, training, and technical expertise to manage complex contracts effectively.
• Provide expert, risk-based advice to senior leaders and external partners, ensuring decisions are informed by legislation, policy, commercial insight, and operational realities.
• Support and influence future strategy by identifying emerging trends in facilities management, workplace services, sustainability, digital enablement, and integrated service delivery models.
• Promote innovation and modern service delivery approaches, including digital contract management tools, predictive performance management, and outcome-based contracting where appropriate.

Proud member of the Disability Confident employer scheme.