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- Tasks: Oversee daily service operations and enhance delivery models for exceptional service outcomes.
- Company: Join MASS, a leader in IT services supporting national security and innovation.
- Benefits: Enjoy competitive salary, generous leave, wellbeing allowance, and career development support.
- Why this job: Make a real impact in a dynamic environment while ensuring service excellence.
- Qualifications: Experience in IT service management and familiarity with ITIL practices required.
- Other info: Embrace a culture of wellbeing with support for mental health and personal growth.
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.
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.
The invaluable experience you’ll bring, to help us achieve more.
Essential:
- 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).
Desirable:
- 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.
Our Non-negotiables:
- Due 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 in Little Paxton employer: MASS
Contact Detail:
MASS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager in Little Paxton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially around service excellence. We want to see how you can fit into their world and contribute to their goals!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We’re looking for authenticity, so let your personality shine through while showcasing your experience in IT service management and operational roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Manager in Little Paxton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Manager role. Highlight your experience in IT service management and any relevant qualifications like ITIL. We want to see how your skills align with our mission of delivering exceptional service outcomes.
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 you can contribute to our team. Be sure to mention specific examples from your past that demonstrate your ability to manage complex operational environments.
Showcase Continuous Improvement: We love candidates who are all about continuous improvement! In your application, share instances where you've identified and implemented improvements in service delivery. This will show us that you’re proactive and aligned with our values.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at MASS.
How to prepare for a job interview at MASS
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Since this role heavily relies on structured service management practices, being able to discuss how you've applied ITIL principles in past roles will show that you're a great fit for their operational environment.
✨Demonstrate Your Problem-Solving Skills
Prepare specific examples of how you've managed incidents and resolved problems in high-pressure situations. Highlighting your ability to coordinate effectively and ensure service health will resonate well with the interviewers, as they value service excellence.
✨Showcase Your Continuous Improvement Mindset
Think about times when you've identified opportunities for improvement in service delivery. Be ready to discuss how you implemented changes and the positive outcomes that followed. This aligns perfectly with their focus on innovation and scalability.
✨Understand Their Culture and Values
Familiarise yourself with MASS's commitment to wellbeing and employee support. During the interview, mention how you value a supportive work environment and how you can contribute to fostering a culture that prioritises mental health and continuous development.
