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- Tasks: Lead IT service delivery and enhance efficiency through collaboration and incident management.
- Company: Join Royal Mail, a trusted organisation with a proud heritage and exciting digital future.
- Benefits: Competitive salary, car allowance, healthcare, generous leave, and family-friendly support.
- Why this job: Shape service improvements and work with senior stakeholders in a collaborative environment.
- Qualifications: Experience in Service Management and strong relationship management skills required.
- Other info: Inclusive recruitment process with support for diverse candidates.
The predicted salary is between 36000 - 60000 £ per year.
Competitive salary plus car allowance, healthcare and annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates. Permanent, Full time. The role can be based either 3x days a week in London Office with travel to Sheffield or Sheffield based x3 days a week and travel to London.
About the role
As a Service Manager, you will take ownership of the day-to-day delivery of IT Services within your portfolio. You’ll build strong relationships with customers, suppliers, and stakeholders, ensuring services are delivered in line with formal agreements. You’ll play a key role in incident management, service improvement, and supplier governance, while supporting the introduction of new services into live operation.
Key Responsibilities
- Manage the daily delivery of IT Services, adhering to Royal Mail’s Change Management process.
- Drive and coordinate resolution of High Priority Incidents, ensuring clear communication of business impact.
- Support Major Incident Management, including Root Cause Analysis and remediation activities.
- Perform out-of-hours duty manager responsibilities on a rota basis.
- Lead Service Improvement Plans, working with suppliers and internal teams to enhance efficiency.
- Run Supplier Monthly Service Reviews, ensuring accurate reporting and contractual compliance.
- Collaborate with suppliers and internal teams to ensure new services are operationally ready and seamlessly transitioned.
- Contribute to service requirements, acceptance criteria, and operational documentation.
- Support reviews of Service Level Agreements and Contract Change Notes.
- Ensure the CMDB and service risk registers are accurate and up to date.
- Embed a culture of collaboration across suppliers and internal teams, creating high-performance virtual teams.
About you
We’re looking for someone who brings:
- Strong relationship management skills with the ability to influence and collaborate across multiple suppliers.
- Proven experience in Service Management and managing Service Level Agreements.
- Excellent analytical skills and communication abilities.
- A proactive ownership mindset, with initiative and drive to deliver results.
- Experience working in an ITIL-compliant environment (ITIL qualification required).
- A track record of managing suppliers to successful outcomes.
- Ability to apply analytical thinking to identify root causes and deliver practical solutions.
Why Join us?
- Be at the heart of Royal Mail’s IT Service delivery, ensuring availability and resilience across critical systems.
- Work in a collaborative environment with exposure to senior stakeholders and suppliers.
- Play a key role in shaping service improvements and introducing new IT capabilities.
- Join a trusted organisation with a proud heritage and an exciting future in digital transformation.
Extra Benefits
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
- Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.
- Supportive and generous company sick pay.
- Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions. Trust is the foundation of Royal Mail / Parcelforce / RM Property and Facilities Solutions. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready.
At Royal Mail Group, we value trust and our people. We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you. Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here:
Closing Date: 30th January 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
Service Manager in London employer: Royal Mail
Contact Detail:
Royal Mail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager in London
✨Tip Number 1
Get to know the company inside out! Research Royal Mail's values, recent projects, and their approach to IT service delivery. This will help you tailor your responses during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for competency-based questions by thinking of specific examples from your past experiences that demonstrate your skills in service management and relationship building. We want you to shine, so rehearse your answers until they feel natural.
✨Tip Number 3
Don’t underestimate the power of networking! Reach out to current or former employees on LinkedIn to gain insights about the company culture and the role. They might share tips that could give you an edge in your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the team. Remember, we’re rooting for you!
We think you need these skills to ace Service Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Service Management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Skills: Don’t just list your skills; give examples of how you've used them in previous roles. Whether it's managing suppliers or driving service improvements, we want to see your impact!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you're a great fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the info you need about the role there!
How to prepare for a job interview at Royal Mail
✨Know Your ITIL Inside Out
Since the role requires an ITIL qualification, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident management and service improvement.
✨Showcase Your Relationship Management Skills
This position is all about building strong relationships with customers and suppliers. Prepare examples of how you've successfully influenced stakeholders and collaborated across teams to achieve results.
✨Prepare for Competency-Based Questions
Expect competency-based questions that focus on your experience in service management and handling high-priority incidents. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Demonstrate Your Proactive Mindset
The company values a proactive ownership mindset. Think of instances where you've taken the initiative to solve problems or improve processes. Highlight your analytical skills and how you've used them to identify root causes and implement practical solutions.
