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- Tasks: Oversee daily service operations and ensure exceptional service delivery.
- Company: Join MASS, a leader in IT services supporting national security.
- Benefits: Competitive salary, hybrid work, generous leave, and wellbeing support.
- Why this job: Make a real impact in a dynamic environment focused on innovation.
- Qualifications: Experience in IT service management and strong operational skills.
- Other info: Opportunities for career development and a supportive wellbeing culture.
The predicted salary is between 37000 - 43000 £ per year.
IT Service Manager – Permanent – St Neots – Hybrid
£43,000 - £50,000
- 25 days annual leave inclusive of up to 3 days Christmas shutdown
- Buy or sell up to 5 days’ annual leave
- Annual Wellbeing allowance
- Two pension schemes to choose from
- Private Medical Insurance + discounts for additional family members
- Life Assurance scheme up to 4 x salary
- Share Save scheme
- Electric/Hybrid Car leasing scheme
- Cycle to work scheme
- Retail discounts
- Career development support
At MASS, service excellence is central to our mission. We deliver dependable, high‑quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach.
We’re seeking a driven Service Management professional with a strong record of delivering exceptional service outcomes. Reporting to the Head of Delivery, you’ll oversee daily service operations, maintain service health, and ensure effective support across a key service area.
You’ll enhance our delivery model, build strong client relationships, improve processes, and champion continuous improvement, ensuring our services remain robust, efficient, scalable, and aligned with evolving customer needs.
Responsibilities- You will make sure daily service performance meets SLAs, KPIs, and availability targets.
- Incidents, problems, and changes are effectively coordinated and resolved.
- System performance is continuously monitored, with risks and trends identified early.
- Clear and timely service reports and dashboards are produced.
- Continuous improvement opportunities are identified and delivered.
- Service changes and enhancements are validated and transitioned smoothly.
- Services comply with governance frameworks, operational standards, and external requirements.
- Service insights, risks, and recommendations support wider planning and governance.
- Ability to manage complex operational environments
- Experience in IT service management or similar operational roles
- Familiarity with ITIL or structured service management practices
- Experience managing high-availability or business-critical services
- Understanding of ISO9001, ISO27001, and ISO20000 standards
- Willing to obtain Security Clearance (SC) (Minimum) and Developed Vetting (DV).
- Experience working within Defence or Government
Wellbeing is at the core to our culture, allowing employees to flourish and to achieve their full potential. Our people are important to us, and we take pride in our wellbeing programmes and policies that support individuals including, mental health first aiders and readily available support through our extensive employee assistance programme.
Non-negotiablesDue to the highly secure nature of the projects that you will be involved with, you must be:
- A Sole UK National and eligible to work in the UK
- Eligible to obtain and maintain a UK Government SC-level security clearance
Apply today to see how working for MASS could work for you!
Service Manager employer: Mass Consultants Ltd
Contact Detail:
Mass Consultants Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching MASS and understanding their mission. Tailor your responses to highlight how your experience aligns with their focus on service excellence and continuous improvement. Show them you’re not just another candidate, but the right fit!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on articulating your experience in managing complex operational environments and delivering exceptional service outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at MASS and contributing to their mission of delivering high-quality services.
We think you need these skills to ace Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Manager role. Highlight your IT service management experience and any familiarity with ITIL or structured service practices. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service excellence and how your background aligns with our mission at MASS. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to manage complex operational environments. Use metrics where possible to show how you've met SLAs and KPIs in previous positions. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Mass Consultants Ltd
✨Know Your Service Management Inside Out
Make sure you brush up on your IT service management knowledge, especially around ITIL practices and standards like ISO9001 and ISO27001. Be ready to discuss how you've managed complex operational environments and delivered exceptional service outcomes in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've effectively coordinated and resolved incidents and problems in previous roles. Highlight your ability to monitor system performance and identify risks early, as this will demonstrate your proactive approach to service management.
✨Emphasise Continuous Improvement
MASS values continuous improvement, so come prepared with ideas on how you can enhance their delivery model. Think about specific opportunities you've identified and delivered in past roles that improved processes or client relationships.
✨Understand Their Culture and Values
Familiarise yourself with MASS's mission and wellbeing culture. Be ready to discuss how you align with their values and how you can contribute to a supportive environment that prioritises employee wellbeing while delivering high-quality services.
