Service Manager

Could you be the driving force behind secure service excellence? We are looking for a passionate and pragmatic Service Manager to lead the delivery and continual improvement of services for our Defence clients. This position is full-time onsite at Hemel Hempstead and requires current active DV clearance. You will join a collaborative, forward-thinking team that values innovation, accountability and strong partner relationships. This role is pivotal in ensuring our services meet ITIL standards while supporting Sopra Steria's strategic goals. You will also play a key part in transformation initiatives and client engagement.

As a Service Manager, you will own and deliver medium-scale services or take responsibility for part of a large service under the direction of a senior delivery manager, meeting client and Sopra Steria cost, risk, quality and service performance targets. You will proactively manage service delivery to contribute to Sopra Steria's business performance, productivity, account profitability, sustainability and growth. These services typically include systems, applications, technical infrastructure, business processes and IT service provision, using multiple delivery channels.

What you will be doing:

• Lead the delivery and lifecycle management of secure services for Defence clients.
• Act as the primary point of contact for client engagement, reporting and feedback.
• Ensure services meet agreed SLAs, KPIs and compliance requirements.
• Support onboarding and offboarding of services and clients.
• Drive continuous improvement initiatives and service maturity uplift.
• Collaborate with internal teams to support major incidents and service changes.

What you will bring:

• Current active DV clearance.
• Proven experience in IT service delivery and managing SLAs and KPIs.
• Strong understanding of Defence sector requirements and secure service operations.
• Professional qualification such as ITIL.
• Assertive and pragmatic leadership skills.
• Ability to take accountability and ownership for delivering good service.

It would be great if you had:

• Experience in contract and budget management.
• Membership of a recognised professional IT body.

Employment Type: Full-time Permanent. Location: Full time onsite Hemel Hempstead. Security Clearance Level: Live Active DV clearance must already be in place.

If you are interested in this role but not sure if your skills and experience are exactly what we are looking for, please do apply, we would love to hear from you! Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you are interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role.