Service Manager

2 weeks ago

GB, UK Sopra Steria Full time
We are looking for a Service Manager who will own and deliver medium scale services or will take responsibility for part of a large service (Problem Management). You will proactively manage service delivery in terms of its contribution to the business performance, productivity, account profitability, sustainability and growth. Typically, these services will include systems; applications, technical infrastructure, business process and IT service provision, using multiple delivery channels.

The role is hybrid role with a based in Newbury, the role will transfer to Farnborough in Q1 of 2025, the post holder is required to participate in the Service Management Duty Manager on call-rota.

If you are mission focused and looking for an opportunity to make an impact and drive the success of one of our key accounts, read on.

What you will be doing:
  • Understands the business directions and supports strategic revenue growth targets and achievement of operating margins by successfully managing services and leveraging Sopra Steria offerings, leading to business growth with improved client satisfaction and value for money.
  • Assures new/transitioning services, and projects/changes to services, are fit for purpose, set-up for successful service delivery with minimal impact to existing services, with formal acceptance into service.
  • Make sure that appropriate service delivery performance indicators are implemented to monitor and measure the service delivery against contract/SLA and expectations, and to demonstrate Sopra Steria's achievements to the client, optimising use of tools for efficiency and cost effectiveness.
  • Be aware of the client contract and ensures that all services are delivered in accordance with agreed scope to meet the client's contractual and Sopra Steria's requirements in delivering to acceptance criteria, timescales, financial measures, quality measures, standards, service levels and contractual arrangements including change controls, taking corrective actions when necessary.
  • Responsible for appropriate relevant service controls are established and managed to ensure the service remains safeguarded, compliant, fit for purpose and for the future, including patching, backups, software asset management, licencing, data management.
  • Manage effective security controls and compliance, aligned to contract and Sopra Steria requirements.
  • Ensure that the service contributes to the quality of Sopra Steria service management capability and knowledge base, by developing personal and team skills to the highest standard possible, and through participation in and contribution to the Sopra Steria Service Management Community or external relevant industry groups/conferences.

What you will bring:
  • Understands service delivery models.
  • Experienced in managing delivery to SLAs and metrics.
  • Effective time management and adept at chairing CAB's.
  • Takes accountability and ownership for delivering good service.
  • Stakeholder management and communication.
  • IT services background.
  • Professional SM qualification such as ITIL4 (foundation).

It would be great if you had:
  • Membership of a recognized professional IT body (i.e., itSMF).
  • Relevant Sopra Steria experience.
  • Professional SM qualification such as ITIL 4.
  • Customer Experience Management (CXM & XLAs).
  • Knowledge of Agile ways of working.

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, Permanent
Location: Newbury and Farnborough - 3 days a week on-site
Security Clearance Level: holding live SC, eligible for DV clearance
Internal Recruiter: Lee
Salary: up to £65,000 base
Benefits: £5400 Car Allowance, 25 days annual leave with the option to buy additional days, Private Medical Insurance, Life Assurance, Pension, and 3% (of basic salary) 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 and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, 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.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.

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