Service Manager

Overview

In this role you lead secure service delivery for Defence clients, owning the lifecycle and improvement of services to meet ITIL standards. You’ll coordinate with cross-functional teams, act as the main client contact, and drive continuous improvement to lift service maturity. Based on Hemel Hempstead on-site with some out-of-hours, you’ll contribute to Sopra Steria’s strategic goals and client outcomes in a security-critical environment.

Pay / Benefits

• car allowance
• 25 days annual leave (option to buy additional days)
• private medical
• life assurance
• pension
• generous flexible benefits fund

Responsibilities

• Lead delivery and lifecycle management of secure Defence services
• Serve as primary client liaison for engagement, reporting and feedback
• Ensure SLAs, KPIs and compliance are met
• Support onboarding/offboarding of services and clients
• Drive continuous improvement and service maturity uplift
• Collaborate with internal teams for major incidents and service changes

Key requirements

• Current active DV clearance
• Proven IT service delivery experience with SLAs and KPIs
• Strong understanding of Defence sector requirements and secure service operations
• Professional qualification such as ITIL
• Assertive, pragmatic leadership and ownership of service delivery

• Assertive leadership
• Client engagement
• Ownership and accountability
• ITIL
• SLA management
• KPI management

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