Service Manager

Are you a Service Manager seeking a new challenge?

As a Service Manager, you will be joining us on a significant Defense project and you will be tasked with creating and executing medium scale services, with accountability for a segment of a broader service, all operating under the guidance of a senior delivery manager.

Hemel Hempstead - 3 days on site 2 days at home. An active DV clearance is required for this role.

What you will be doing:

• Lead the setup of a tailored service environment, incorporating incident management and request fulfilment
• Develop and implement SLAs to govern service delivery, meeting our standards and expectations
• Establish and manage a helpdesk system with SLAs, ensuring prompt support for the customer
• Create clear flow charts for ticket and incident handling processes, optimising efficiency
• Present performance data using pie charts, aiding decision-making on service desk operations
• Define and document incident response procedures and best practices for this environment

What you will bring:

• Proficiency in understanding service delivery models
• Experience in managing delivery to SLAs and Key Performance Indicators
• Background in IT services
• Qualification in ITIL v3
• Hold an active DV clearance

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time
Location: Hemel Hempstead - 3 days on site 2 days at home
Security Clearance Level: You must hold an active DV
Internal Recruiter: Josh
Salary: £60k
Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working,so if you’re interested we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.