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- Tasks: Lead a team to ensure top-notch service delivery and security operations.
- Company: Glue Reply is a leading consultancy in digital product design and data engineering.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a diverse team and make a real impact in the tech industry.
- Qualifications: Strong leadership skills and knowledge of ITIL practices required.
- Other info: Equal Opportunities Employer committed to diversity and inclusion.
The predicted salary is between 43200 - 72000 £ per year.
Lead Service Manager
About Reply Glue:
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:
As a Lead Service Manager at Glue Reply, you will be responsible for managing a team of service delivery technicians and security analysts to ensure the efficient and effective delivery of services. You will play a key role in maintaining the high standards expected by our blue chip clients, combining strong leadership and technical expertise to deliver applications and services. This position is vital in supporting Glue Reply\’s reputation as a leading consultancy in digital product design, delivery, and data engineering in the UK.
Responsibilities:
- Oversee daily service delivery and security operations, ensuring compliance with established processes, procedures, and ITIL principles.
- Lead and coordinate support teams to resolve incidents, problems, and service requests within defined SLAs, acting as the escalation point for complex technical issues and major incidents.
- Monitor, triage, and manage incidents and service requests, ensuring timely resolution and adherence to organisational governance and regulatory standards.
- Coordinate and implement regular software changes, participating in change management and release readiness activities.
- Track, analyze, and report on KPIs and SLAs, identifying trends, bottlenecks, and areas for improvement in service delivery and security operations.
- Develop and maintain service delivery documentation, knowledge bases, and SOPs to support operational excellence.
- Prepare and present regular performance reports to senior management and clients, recommending opportunities for process and tool enhancements.
- Provide technical guidance to team members, oversee ticket queues, maintain strong stakeholder relationships, and drive continual improvement based on feedback and industry trends.
About the Candidate:
- Strong leadership, coaching, and team-building skills, with a proven ability to inspire and motivate teams.
- In-depth knowledge of service delivery and ITIL Service Management practices, including incident and change management processes.
- Proficient in ITSM tools such as ServiceNow and experienced with cyber security concepts and SIEM tools.
- Demonstrated experience with public cloud providers (ideally AWS), CI/CD pipelines, and DevOps tools like Jenkins, Ansible, and GIT.
- Skilled in Linux-based operating systems and familiar with Agile software development methodologies.
- Excellent project and people management abilities, with a strong customer-centric approach and commitment to continual improvement.
- Exceptional problem-solving, troubleshooting, and organisational skills, capable of managing multiple priorities in a fast-paced environment.
- Strong written and verbal communication skills, with the ability to work effectively within a team and contribute to team growth through mentoring and feedback.
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.
With more than 16,000 experts in over 150 companies worldwide, Reply is a company that specialises in Consulting, Systems Integration and Digital Serv…
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Lead Service Manager | London, UK employer: Reply
Contact Detail:
Reply Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Manager | London, UK
✨Tip Number 1
Familiarise yourself with ITIL principles and service delivery best practices. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to maintaining high standards in service management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you inspired or motivated your team to achieve their goals.
✨Tip Number 3
Brush up on your knowledge of ITSM tools, particularly ServiceNow, as well as cyber security concepts. Being able to speak confidently about these tools and concepts will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with cloud providers like AWS and DevOps tools such as Jenkins and Ansible. Highlighting your technical expertise in these areas will show that you're well-equipped for the role.
We think you need these skills to ace Lead Service Manager | London, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and ITIL practices. Emphasise your leadership skills and any specific tools or methodologies mentioned in the job description, such as ITSM tools or cloud providers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Glue Reply's mission and how your background aligns with their needs. Mention specific achievements that demonstrate your ability to lead teams and improve service delivery.
Highlight Technical Expertise: In your application, clearly outline your technical skills, especially in areas like cyber security, cloud services, and DevOps tools. Provide examples of how you've successfully implemented these in previous roles.
Showcase Soft Skills: Don't forget to mention your soft skills, such as communication and problem-solving abilities. These are crucial for a Lead Service Manager role, so provide examples of how you've effectively managed teams and resolved conflicts.
How to prepare for a job interview at Reply
✨Showcase Your Leadership Skills
As a Lead Service Manager, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams, resolved conflicts, and motivated team members to achieve their best.
✨Understand ITIL Principles
Familiarise yourself with ITIL Service Management practices, especially incident and change management processes. Be ready to discuss how you've applied these principles in previous roles to enhance service delivery.
✨Highlight Technical Expertise
Make sure to mention your experience with ITSM tools like ServiceNow and your knowledge of cyber security concepts. Discuss any relevant projects involving public cloud providers or DevOps tools to showcase your technical prowess.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and organisational skills. Think of specific instances where you managed multiple priorities or improved service delivery, and be ready to share those stories.
