Lead Service Management Specialist in Gloucester

Benefact Group are looking for a Lead Service Management Specialist to join our Gloucester office. This is a senior role reporting directly to the Head of Service Experience, where you\’ll lead a team of Service Managers and act as the strategic owner for IT-provided services across ERP and payment platforms. You\’ll ensure that Service Management functions deliver exceptional value to the business, balancing operational stability with continuous improvement, and driving service excellence in areas critical to finance, HR, procurement, and customer transactions.

What you\’ll be doing

• Lead and develop a team of Service Managers, fostering a culture of accountability, collaboration, and continuous improvement.
• Drive governance for ITIL-aligned practices, ensuring OLAs/SLAs are defined, monitored, and achieved for ERP and payment services.
• Act as the strategic owner for ERP (including Workday) and payment services, ensuring stability, security, and compliance across enterprise-wide platforms.
• Serve as the primary liaison between ERP and payment system vendors, managing relationships and ensuring contractual obligations are met.
• Collaborate with business stakeholders to align IT services with business outcomes, focusing on process optimisation and service value.
• Champion service management best practices for SaaS-based ERP platforms, ensuring compliance and operational excellence.

Qualifications

• Proven leadership experience in service management, with the ability to manage and develop a team.
• Strong background in ERP platforms (Workday experience essential) and payment systems (e.g., Worldpay).
• Deep understanding of ITIL principles, governance frameworks, and compliance requirements for financial and transactional systems.
• Experience managing global or multi-country services and third-party vendors.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.
• Commitment to delivering exceptional customer experience and service quality.

What makes you stand out

• Track record of owning and improving ERP or payment services in complex environments.
• Experience aligning IT services with business objectives across finance, HR, and procurement functions.
• Ability to manage multiple priorities and drive results in a fast-paced, evolving environment.

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade, having given away £250 million since 2014. We have ambitious plans to become the UK\’s number one corporate donor, with strategic objectives in place to double the Group\’s size.

We believe it\’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better. At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We welcome applications from everyone. If you need any additional support during the recruitment process, then please let us know.

Directory of Social Change\’s UK Guides to Company Giving 2017-26

Benefits

• A competitive salary – let\’s discuss it
• Hybrid working
• Group Personal Pension – up to 12% employer contribution
• Generous annual bonus scheme between 7.5% and 30%
• 28 days annual leave plus bank holidays, and a holiday buy and sell scheme
• An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
• £200 annual personal grant to a charity of your choice
• Encouraged to take at least one volunteering day per year
• Employee Assistance Programme
• Full study support to gain professional qualifications
• Access to virtual GP
• Enhanced maternity and paternity pay