Service Manager

Role Overview

The Service Management Lead takes responsibility for managed services as they move from transition and hypercare into ongoing operations. The role shapes how services are run, measured, supported and improved across products, customer environments and internal platforms, balancing dependable delivery with cost control and commercial growth.

Key Responsibilities

• Own service health and availability, tracking performance against agreed SLA and XLA measures and coordinating action when targets are at risk.
• Establish consistent ITIL-based practices for incidents, changes, problems and service requests; oversee stabilization, maintenance, patching, upgrades and continual improvement.
• Set service scope, operating models, service catalogues and transition plans, and ensure proposed scope changes are reviewed and approved before implementation.
• Introduce automation, AIOps and operational dashboards to improve monitoring, surface emerging issues and support evidence-based service decisions.
• Produce cost-of-service reporting, manage the managed services operating budget, and pursue efficiency improvements while protecting service quality.
• Shape commercial and consumption arrangements, oversee recurring invoicing and applicable service penalties, and identify opportunities to expand existing contracts and annuity revenue.
• Coordinate support across internal teams, customers, service providers and OEMs; clarify escalation routes and hold partners accountable for contractual scope, schedules and delivery standards.
• Lead and develop the service management team, set objectives and performance measures, and collaborate with Sales, Engineering and Product teams on service alignment and solution design.
• Maintain a service risk register and oversee operational controls, security requirements, configuration standards, audit readiness and relevant privacy and regulatory obligations.

Requirements & Qualifications

• Degree in Business, Engineering or Technology; the source specifies a degree from a top-tier global institution.
• Strong service delivery management capability, including practical knowledge of ITIL processes and managed service operations.
• Experience with people and change management, Agile project management, and systems analysis and design.
• Background delivering or supporting complex technology transformation programmes with a global scope.
• Experience implementing cloud solutions and coordinating work across internal teams and external technology providers.
• PMP, PRINCE2 or an equivalent project management certification is highly preferred.

What We Offer / Why Join

• A leadership position with influence over the firm’s global service delivery direction and operating foundations.
• The opportunity to contribute to a global delivery function during a period of international expansion.
• Engagement with a portfolio of Tier 1 enterprise customers across the EMEA digital economy.