Senior Service Manager

Overview

In this Senior Service Manager role, you lead delivery across a defined portfolio for global government services, ensuring value, performance and alignment with business needs. You’ll act as the primary contact for services, manage risks and dependencies, and drive improvements in governance, reporting and capability development. You will collaborate with cross-functional teams to support resilience and international delivery, contributing to the organisation’s mission to protect national interests.

Pay / Benefits

• Competitive salary
• Civil Service Pension
• Generous holiday entitlement
• On-site gym
• Nursery
• Café and restaurant on site

Responsibilities

• Lead delivery across a defined portfolio and promote consistency, resilience and knowledge sharing
• Serve as main contact and escalation point for assigned services, balancing customer needs with priorities
• Monitor and manage performance, risks, issues, and dependencies; ensure accurate, timely reporting
• Identify improvement opportunities using data and feedback; capture and apply lessons learned
• Support governance, financial integrity, and service validity; represent the organisation in governance forums
• Contribute to documentation, reporting, and management information; support senior stakeholders with high-quality briefings

Key requirements

• Significant experience managing services in a complex operational or customer-facing environment
• Ability to build strong relationships with diverse stakeholders and teams
• Experience using reporting, KPIs and customer insights to manage service performance
• Proven track record of leading service improvements, change initiatives, or operational enhancements
• Ability to produce high-quality reports and briefings for senior stakeholders
• Experience supporting organisational resilience, knowledge sharing and capability development
• ITIL Foundation or equivalent Service Management certification; ongoing professional development in ITIL or related frameworks
• Strong literacy, numeracy and digital capability
• Knowledge of Service Management governance, assurance, risk and compliance
• Experience operating across multiple services or business areas

• Relationship building
• Collaborative mindset
• Communication and influencing
• ITIL Foundation or equivalent Service Management certification
• Service management governance, lifecycle concepts
• Performance management and KPI development

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