Head of Service Management in Hanslope

At FCDO Services we protect the UK’s interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we’re on. Our Digital and Data technology team are at the forefront of digital innovation. They provide best‑in‑class solutions for our clients, helping to shape and support a data‑driven future for UK government.

Responsibilities:

• Lead a small team of IT Service Managers, ensuring adequate resources for efficient service delivery.
• Act as a hands‑on escalation point for business stakeholders.
• Accountable for the ongoing execution of continual service improvements.
• Recruit, coach, develop and manage performance of the service team.
• Set the vision and strategy for IT service management across the organisation, standardising practices while maintaining flexibility for diverse services and customers.
• Build service‑management considerations into all new bids, proposals and change requests.
• Oversee service operations to ensure consumer support meets the highest quality standards.
• Develop and maintain excellent relationships with internal stakeholders and customers.
• Confirm fulfillment of customer service agreements, support renegotiation, and resolve customer issues.
• Promote professional development and knowledge for yourself and the team.

Qualifications:

• ITIL 4 Managing Professional certification.
• Well‑developed experience in service delivery environments.
• Leadership and management skills to lead an expert service delivery team.
• Hands‑on experience with service‑management tooling such as ServiceNow.
• Demonstrable knowledge of formulating SLAs/OLAs and delivering services to ISO9001 and ISO20000‑1 standards.
• Commercial acumen and ability to drive organisational change management.
• Experience with project and programme management methodologies.
• Desirable: Technical expertise relating to security, IT and communications technologies.
• Knowledge of overseas operations and supplier management experience is a plus.

Benefits:

• Competitive salary and generous holiday entitlement.
• Civil Service Pension.
• Access to training and development opportunities.
• On‑site gym, nursery, café and restaurant.
• Interest‑free loans on season tickets and bikes.

Security clearance: All candidates must be security cleared before joining. Successful applicants will undergo a vetting process to achieve Security Check (SC) clearance.

Welcoming Diversity: We promote diversity and inclusion, supporting every individual’s unique background, culture and identity. We are a Disability Confident and Carer Confident employer.