Lead Service Manager

Location: Croydon (hybrid with 60% office attendance)

Salary: £66,229 with allowance of up to £11,300 pending assessment

Advert Close Date: 2th February 11:55pm

Job summary

As a Lead Service Manager, you will be a key decision maker, interfacing with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues assuring the delivery of the service/s you are accountable for, liaising with senior internal and 3rd party stakeholders who are involved in some of the most cutting‑edge skills and topics within information technology.

You will have a strong background and extensive experience in IT Service Management, using your expertise to direct, advise and support your team. Using your strong knowledge of stakeholder management skills, you will effectively influence change within one of the largest government organisations.

Responsibilities

• Deliver exceptional customer service by ensuring Enterprise Services teams and suppliers consistently meet high standards and foster a culture of customer satisfaction.
• Manage supplier relationships by selecting appropriate partners, agreeing delivery approaches, and making informed decisions on cost optimisation and financial performance.
• Engage senior stakeholders effectively to maintain alignment, resolve challenges, and act as the primary escalation point, invoking risk processes when necessary.
• Drive continuous improvement by maintaining awareness of projects and change programmes, ensuring service integrity while implementing initiatives that enhance customer experience.
• Represent customers in service readiness reviews by identifying and managing service risks, ensuring readiness for new services and smooth transitions.
• Lead and develop teams by building strong partnerships across the technology organisation, mentoring and line‑managing colleagues, and supporting succession planning.

You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities if required. Additionally you will participate and support collaboration initiatives and career development within the IT Operations community, building in‑house capability via a professional community of practice.

Person specification

As a Lead Service Manager you’ll have a demonstrable passion for Service Management, with the following skills or extensive experience in:

• The application of Service Management and agile methodologies and models across a range of services within varying environments.
• Applying your expert knowledge of the various communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required.
• Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be addressed and managed appropriately.
• Acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required.
• Taking responsibility for service spending, ensuring actual costs are within budget and managing any over/underspend.
• A Civil Service Pension with employer contribution rates of at least 28.97%.
• In‑year reward scheme for one‑off or sustained exceptional personal or team achievements.
• The ability to potentially adopt flexible working options that suit your work/life balance, plus the opportunity in future to take a career break.
• 25 days annual leave on appointment, rising with service.
• Eight days public holidays, plus one additional privilege day.
• 26 weeks maternity, adoption or shared parental leave at full pay, followed by 13 weeks statutory pay and a further 13 weeks unpaid, after qualifying service.
• Maternity and adoption support leave (also known as paternity leave) of two weeks full pay, after qualifying service.
• Paid leave for fostering approval processes, support when a child is substantively placed with you plus a foster to adopt policy.
• Support for Guardians and Kinship carers.
• Corporate membership of ‘Employers for Carers’ providing additional information and advice for carers, plus a ‘Carer’s Passport’ to discuss workplace needs and underpin supportive conversations.
• Time off to deal with emergencies and certain other unplanned special circumstances.

Please click on apply now to be redirected to the full job advert and our application portal

#J-18808-Ljbffr