Lead Service Manager

About Glue Reply: Glue Reply is the outcome-focused Architecture specialist within the Reply Group. Through services encompassing Business Change/Transformation, Strategy & Architecture, Data exploitation and Integration, Glue Reply is able to help its clients succeed by turning strategy into tangible solutions and vision into practical outcomes. Glue Reply diagnoses the challenges and advises on the way to make real impact – enabling its clients to deliver.

Role Overview: Glue Reply is a leading digital product design and delivery, data engineering, and integration consultancy in the UK, with a strong reputation for excellence across architecture, design, development, delivery, and service management. To support increasing demand from blue-chip clients and maintain its market-leading position, Glue Reply is seeking a Lead Service Management professional to join the team. This role is responsible for leading and managing a team of Service Delivery Technicians and Security Analysts, ensuring the efficient and effective delivery of services. As a key member of the Service Delivery team, the successful candidate will combine strong interpersonal skills with exceptional technical capability to deliver applications for Glue Reply customers.

Responsibilities:

• Oversee daily Service Delivery and Security Operations, ensuring adherence to established processes and procedures.
• Lead and coordinate support teams to resolve incidents, problems, and service requests within agreed SLAs.
• Monitor and manage services to ensure timely resolution of incidents and service requests.
• Manage incident triage, escalation, and resolution in line with ITIL principles, including Major Incidents.
• Coordinate software changes through stakeholder engagement and Change Enablement practices, supporting release readiness activities.
• Act as the escalation point for complex technical issues, customer complaints, and critical P1 incidents, driving them to resolution.
• Ensure organisational governance aligns with company policies, industry standards, and regulatory requirements.
• Track, analyse, and report on KPIs and SLAs, identifying trends, bottlenecks, and opportunities for improvement.
• Develop and maintain service delivery documentation, knowledge bases, SOPs, and implement best practices across service management processes.
• Build strong stakeholder relationships, ensure high customer satisfaction, provide team leadership and guidance, and oversee ticket queues with effective workload prioritisation.

About the Candidate:

• Strong leadership, coaching, and team-building capabilities, with the ability to inspire and motivate teams.
• Solid understanding of Service Delivery, ideally aligned with ITIL Service Management practices.
• Proven knowledge of ITIL processes, particularly Incident and Change Management.
• Experience with ITSM tools such as ServiceNow.
• Strong understanding of Cyber Security principles and experience with SIEM tools.
• Good knowledge of project and people management practices.
• Experience working with Public Cloud platforms, ideally AWS.
• Familiarity with CI/CD pipelines and DevOps tools including Jenkins, Ansible, and Git.
• Experience with Linux-based operating systems and Agile development methodologies.
• Excellent communication, organisational, and problem-solving skills, with a customer-centric mindset and ability to manage multiple priorities in fast-paced environments.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.