Service Manager, Delivery Centre- Newcastle in Newcastle upon Tyne

Would you like to be part of a growing delivery capability in a people-centric organisation? Or perhaps work in an open and collaborative learning environment? Are you passionate about delivering service excellence, ensuring that our customers receive the best possible service? We have got all this and more. Whatever your aspirations, we’re looking for service managers to be part of an exceptional technology capability, providing dedicated delivery and service capacity for our clients.

At Credera, we work with a range of clients and help them to level-up their engineering capabilities in a partnership model. Through our Delivery Centre, we help them build microservices architectures, develop AI and machine learning capabilities and operate cloud and traditional on-premises infrastructure. The central hub for this position is in Newcastle but we welcome applicants from across the North-East. We operate a hybrid working policy with an expectation of 60% in office time. We value collaboration and client impact, so our hybrid model is designed to strike a balance between flexibility, in-person connection, and delivering exceptional outcomes for our clients.

Requirements

As a Service Manager in Credera’s Delivery Centre capability, you’ll work as part of a close-knit team supporting one of our long-term client partnerships alongside architects, support engineers, and delivery leaders. Building on Credera’s reputation for delivery and engineering excellence, you’ll have a chance to learn from a team of experts who can help you develop into a future leader. Consultancy to us is about customer delivery first, carried out by technically excellent people with a learning mindset. Whilst working on a long-term engagement, you will have access to a range of training and development opportunities, as well as coaching and mentoring from experienced colleagues. You are perceptive, personable, culturally sensitive and demonstrate a high degree of emotional intelligence. To meet our client's needs, you will need to be security clearable and to be able to work variable shift patterns e.g. a mixture of early and late shifts.

Please note: Due to the nature of this role and specific client engagement, any offer of employment will be subject to satisfactory BPSS and SC security clearance. To meet the client's eligibility requirements, applicants must have been resident in the UK for the last five years and must not have spent more than six consecutive months outside the UK during that period.

Your responsibilities for the role will be:

• Service Management - Ensures that IT services are delivered in line with agreed Service Level Agreements (SLAs) and operational requirements.
• Monitors service performance, tracks key metrics, and reports on service quality to stakeholders.
• Clearly communicates to customers and stakeholders to create clear expectations for resource availability and case progress.
• Ensures customer support cases are kept updated with progress, and that the customer is made aware of issues that could cause delays.
• Working with the client service management function, ensures ITIL best practice and Service Management methodologies are followed across all areas of service design, transition and operational management to deliver high-quality services.
• Manages customer priorities, escalating to the client service management lead where appropriate.
• Provides live service support for incident, problem, change and SR management.

• Customer Engagement - Build and nurture relationships with key customer stakeholders, ensuring that customer experience meets, or exceeds, expectations.
• Support account team on customer Business Reviews (QBRs) to drive business outcomes.
• Be an active member of the Customer Account Team to formulate, drive and deliver the continuous improvement of the customers platform with a roadmap of tactical change.

• Service Improvement - Own and maintain your customers’ service improvement plans, and offer ways to enhance the overall team’s service offering and customer service experience.
• Hold regular service meetings with the client service management team, providing all required Management Information (MI).
• Continually seek improvements within the team’s operational processes, ensuring runbooks and other documentation are kept current and knowledge sharing mechanisms are in place and being followed.

• Team Lead responsibilities - Lead, coordinate and support the day-to-day allocation of work across the service team, ensuring the right skills and capacity are aligned to customer priorities and service demands.
• Provide guidance, coaching and mentoring to support engineers and service colleagues, helping them develop their service management capability, customer confidence and operational effectiveness.
• Proactively identify resource constraints, skills gaps or delivery risks, escalating where appropriate and working with delivery leaders to ensure continuity of service.
• Foster a collaborative, high-performing team culture by encouraging knowledge sharing, continuous feedback/service improvement identification and ownership of service outcomes across the team.

Knowledge, Skills & Experience

• Significant experience with managing service on a data platform, including ETL, Analytics, Integration and other key capabilities.
• Experience working within an agile, iterative customer-facing engineering environment.
• Clear and confident communicator, effective at all levels including C-Level executives.
• Effective organisational and time management skills with the ability to take proactive ownership of issues as they arise.
• A passion for solving business problems with creativity, honesty, empathy, and pragmatism.
• Emotionally intelligent, able to empathise and understand customer’s challenges and what drives them.
• Excellent project/service management (or relevant) experience, able to prioritise and manage stakeholder expectations, and ensures key objectives and timelines are met.
• Proven experience leading a service team or capability area, acting as the primary escalation point for delivery and operational matters.
• Recognised as a subject matter expert or trusted operational lead, optimising team performance and improving service outcomes.
• The ability to anticipate and mitigate delivery and service risks, addressing ambiguity through structured analysis to ensure service continuity.
• Experience coaching and mentoring colleagues to build team capability and support professional growth.
• You will be required to hold active SC clearance for this role.

Desirable skills

• ITIL certification or an equivalent service management qualification.
• Experience with ITSM tooling such as ServiceNow, Jira Service Management, or similar.
• Familiarity with cloud platforms (e.g. AWS, Azure or GCP) and modern data platforms.
• Experience in using AI in application of the role through advanced prompting techniques.
• Experience working within regulated or Public Sector environments (e.g. HMRC, DWP, central government).

Benefits

Along with a great company culture, Credera provides an exceptional compensation package including a competitive salary and a comprehensive benefit plan. Whilst working on a long-term engagement, you will have access to a range of training and development opportunities, as well as coaching and mentoring from experienced technologists. Our consistent growth over the years and entrepreneurial environment, provides an excellent platform to embark upon an exciting career path, where your contribution really counts, and we will recognise it. With a supportive network of colleagues around the globe and exciting client assignments, you’ll feel empowered to bring your best self and thrive in a collaborative environment. We are a social bunch of people and connect as a team on a regular basis.

Credera is Omnicom's global consulting firm that combines transformational consulting capabilities, deep industry knowledge, AI and technology expertise to deliver valuable customer experiences and accelerated growth across a broad range of industries worldwide. Our one-of-a-kind global boutique approach means we provide our clients with tailored solutions unique to their organisation that can scale due to our extensive footprint. As a values-led organisation, our mission is to make an extraordinary impact on our clients, our people, and our community.

We believe it is this approach that has allowed us to work with and transform the most influential brands and organisations in the world, from strategy through to execution. More information is available at credera.co.uk. We are part of the OPM Group of Companies, within Omnicom Group Inc.

Credera will never ask for money up front and will not use apps such as Facebook Messenger, WhatsApp or Google Hangouts for communicating with you. You should be very wary of, and carefully scrutinise, any job opportunity that asks for money prior to starting and/or one where all communications take place exclusively via chat.