Senior Service Manager

As a Senior Service Manager, you will be the first point of contact for Home Office colleagues as well as for commercial and licensing dealings with Microsoft. You will maintain strong working relationships with publishers and resellers to deliver maximum benefit to the Home Office from software products.

You will have a strong background and experience in IT Service Management, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise to effectively influence change within one of the largest government organisations.

You will be expected to participate and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

What you will do

• Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
• Managing and working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.
• Effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities.
• Identifying, managing and escalating service risks appropriately.

What you will bring

• Understanding Service Management and agile methodologies and models.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.

Additional Information

This role requires SC clearance. To meet national security vetting requirements, you typically need to have been resident in the UK for at least three years. Unfortunately, we cannot offer sponsorship.

Your CV and Personal Statement will both be assessed. Your Personal Statement should clearly evidence your experience against the essential skills, using the STAR method (Situation, Task, Action, Result). Make full use of the word count to create a comprehensive and compelling application.