Senior Service Manager

Overview

In this role you will own and shape a large, evolving service within a secure, demanding environment. You will lead a broad Service Management capability and drive transformation to deliver value for the customer and Sopra Steria. You’ll work with cross-functional teams to design, transition, and operate services while building teams and capability for the UK-wide practice. This is a senior, impact-focused position with a clear change agenda and a MoD DV clearance requirement.

Pay / Benefits

• hybrid working arrangement
• on-site three days per week
• MoD DV security clearance support
• salary aligned with experience
• referral bonus: 3000

Responsibilities

• Own the overall strategy, performance, and future direction of a large, complex service
• Lead and develop a diverse Service Management organisation including Service Managers, Service Desk leadership, practice specialists and technical teams
• Drive transformation and continual improvement of the service, boosting performance, resilience, customer experience, automation and efficiency
• Develop and communicate a clear service strategy and roadmap to align teams, customers, and senior stakeholders
• Provide leadership across new and transitioning services, collaborating with technical, architecture, cyber, delivery, and commercial teams for successful operation
• Build strong relationships across the customer and Sopra Steria, manage challenging situations and priorities while growing the wider capability

Key requirements

• Significant Service Management experience with large-scale, complex IT services in demanding environments
• Strong people leadership with a track record of managing large and diverse teams and performance
• Understanding of end-to-end service delivery including Service Desk, technical operations, infrastructure/ platform teams, ITIL, service transition and CSI
• Strategic thinking and clear communication of service vision to operational teams, customers, peers, and leadership
• Recognised Service Management qualification (ideally ITIL 4 MP or equivalent senior ITIL v3) with knowledge of modern practices
• Experience in secure/hard regulated environments and ability to obtain MoD DV clearance

• leadership
• strategic thinking
• clear communication
• ITIL practices
• service management
• service transition

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