Service Manager

Overview

In this role you will manage and improve the delivery of IT services for a major UK customer, leading a virtual team and collaborating across departments. You will maintain strong customer relationships, monitor performance against SLAs, and drive continuous improvements in service quality and efficiency. The role offers growth opportunities and exposure to governance, commercial management, and new technology initiatives within a supportive, collaborative team. You will contribute to inclusive leadership and stay aware of industry developments to keep services competitive.

Responsibilities

• Manage service delivery to meet/exceed customer expectations
• Lead and motivate a team of service professionals
• Build and maintain relationships with key customer stakeholders
• Proactively identify and resolve service-related issues
• Monitor performance against SLAs and KPIs; implement improvements
• Drive continuous improvement initiatives to enhance quality and efficiency
• Ensure services comply with regulations and standards
• Collaborate with other departments for seamless service delivery
• Oversee contract performance, commercial aspects, and P&L risks
• Promote innovation and development, including Computacenter solutions and diversity & inclusion
• Deliver Assistive Technology service guiding users to suitable hardware/software with the catalog
• Support the other SM1s to spread workload and improve resilience

Key requirements

• SC clearance or eligible and willing to undertake
• Open to potentially pursuing DV clearance in the future
• Proven background in service management in managed/centralised environments
• Experience with end user-facing managed services or similar models
• Ability to lead a diverse, collaborative team
• Strong relationship-building and proactive customer engagement
• Ability to manage complex operations and resolve issues efficiently
• Excellent verbal and written communication skills
• Willingness to travel (Corsham; occasional London and Hatfield)
• Ambition to develop and take on new challenges

• collaborative
• relationship-building
• proactive
• IT service management
• stakeholder management
• SLAs and KPIs monitoring

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