At a Glance
- Tasks: Lead a dynamic team in managing IT service processes and strategies.
- Company: Join Williams Lea, a global leader in tech-enabled business services.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a cycle-to-work scheme.
- Other info: Diverse workplace committed to equality and personal development.
- Why this job: Make a real impact in a fast-paced environment with excellent career growth.
- Qualifications: Experience in ITIL processes and strong communication skills required.
The predicted salary is between 65000 - 65000 £ per year.
Salary: £65,000 per annum, plus company benefits
Location: Norwich NR7
Contract: Full Time, Permanent
Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid lunch break
Work model: Hybrid
Williams Lea seeks a Service Manager to lead our team!
Purpose of role
This is a technology platform service management role, responsible for the day-to-day service management processes and the broader service management strategy for the business. The postholder is responsible for all ITIL based policies and process, owning the KPI reporting cycle, governs incident response, and produces the management information.
Overall aims:
- All contractual KPIs met or exceeded, service credit exposure minimised
- End-to-end incident management owned, from triage to incident report sign-off
- Monthly Contract Board MI produced accurately and on time
- Continuous improvement in service quality, process efficiency, and security compliance
- Focused on client satisfaction and reduced escalations and improved root-cause outcomes
Key responsibilities
Client and Service Management- Serve as the primary operational contact for client stakeholders, ensuring clear and timely communication.
- Monitor and manage delivery against SLAs, KPIs, and contractual commitments.
- Conduct regular client calls, governance reviews, and reporting sessions.
- Own the P1/P2 escalation, produce all required incident reports and maintain the incident log.
- Analyse call data monthly to identify trends, repeat issues, and systemic platform risks.
- Track and resolve client escalations, ensuring root-cause analysis and prevention plans.
- Own the full KPI measurement and reporting cycle across all contractual KPIs; produce the monthly Board report pack including performance dashboards, RAG commentary, trend analysis, and financial MI.
- Maintain the platform risk registers; track service credit events and escalate threshold risks to the AD’s in advance of client reviews.
- Track patch compliance SLAs (Critical = 1 week, High = 30 days); maintain the software component and security catalogue; coordinate the annual NCSC CHECK penetration test and Cyber Essentials Plus recertification.
- Coordinate adaptive and corrective maintenance scheduling with the Delivery Manager and Lead Architect, ensuring platform obligations are visible and on track.
- Analyse service data and trends to identify risks, gaps, and improvement opportunities.
- Support forecasting, capacity planning, and resource allocation.
- Lead, coach, and motivate technical teams to ensure service management is embedded from requirements, through design and onto delivery.
- Drive process improvement initiatives, standardisation, and best practice sharing across the operation.
- Support automation and digital enablement activities.
- Ensure compliance with client requirements, internal policies, data security, and regulatory standards.
- Applies ITIL incident, problem, and change management rigorously. Ensures the Service Desk operates to contractual SLAs at all times.
- Distinguishes reactive incident resolution from proactive problem management.
- Comfortable within a formal government contract structure. Understands KPI frameworks, service credit regimes, and reporting obligations. Produces board-quality MI. Contributes confidently at Contract Board meetings.
- Rapid, structured incident responder. Manages contractual escalation timelines with precision. Produces clear, factual incident reports that satisfy internal and government client governance requirements.
- Turns platform performance data into accurate, concise Contract Board reports. Identifies KPI risks before they become service credit events.
- Comfortable with dashboards, trend analysis, and incident pattern recognition.
- Clear, professional communicator in formal governance settings. Manages client expectations during incidents calmly and accurately. Writes reports that stand alone without verbal explanation.
- Proactively identifies service improvement opportunities. Challenges legacy processes. Introduces changes that reduce risk, improve response times, or improve governance quality.
- Understands Cyber Essentials Plus, ISMS principles, and vulnerability management well enough to coordinate compliance activities across technical teams and track contractual security obligations.
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
- 25 days holiday, plus bank holidays (pro-rata for part time or fixed term roles)
- Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
- Life Assurance
- Private Medical Insurance
- Dental Insurance
- Health Assessments
- Cycle-to-work scheme
- Discounted gym memberships
- Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com (we do not accept applications to this email address).
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Service Manager in Norwich employer: Williams Lea
Williams Lea is an exceptional employer, offering a dynamic work environment in Norwich where innovation meets collaboration. With a strong commitment to employee well-being, we provide a comprehensive benefits package, including generous holiday allowances and health insurance, alongside ample opportunities for professional growth within a global organisation. Our inclusive culture values diversity and fosters continuous improvement, making it an ideal place for those seeking a meaningful and rewarding career in IT service management.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager in Norwich
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service management processes and think about how your experience aligns with their needs. This will help you stand out as a candidate who’s genuinely interested in the role.
✨Tip Number 3
Practice your interview skills! Get a friend to throw some common questions your way or use online resources to simulate the experience. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Williams Lea!
We think you need these skills to ace Service Manager in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Manager role. Highlight your experience with ITIL processes, KPI management, and client communication. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've driven service improvements or managed incidents in the past.
Showcase Your Communication Skills:As a Service Manager, clear communication is key. In your application, demonstrate your ability to convey complex information simply and effectively. This will help us see how you can manage client expectations during incidents.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Williams Lea
✨Know Your ITIL Inside Out
As a Service Manager, you'll need to demonstrate a solid understanding of ITIL principles. Brush up on incident, problem, and change management processes. Be ready to discuss how you've applied these in past roles, especially in relation to KPIs and SLAs.
✨Showcase Your Communication Skills
Effective communication is key in this role. Prepare examples of how you've managed client expectations during incidents or escalations. Think about times when you’ve had to produce clear reports for governance meetings and how you ensured everyone was on the same page.
✨Highlight Your Analytical Abilities
You'll be expected to analyse service data and trends. Come prepared with examples of how you've identified risks or improvement opportunities in previous positions. Discuss any tools or methods you used for trend analysis and how they impacted service delivery.
✨Emphasise Continuous Improvement
This role focuses heavily on driving process improvements. Be ready to talk about initiatives you've led or contributed to that enhanced service quality or efficiency. Highlight your proactive approach to identifying legacy processes that needed updating.
