Defence Digital Senior IT Service Manager
| Posting date: | 28 June 2025 |
|---|---|
| Salary: | £44,590 per year, pro rata |
| Hours: | Full time |
| Closing date: | 28 July 2025 |
| Location: | SN13 9NR |
| Remote working: | On-site only |
| Company: | Ministry of Defence |
| Job type: | Permanent |
| Job reference: | 412348 |
Summary
We are seeking a Senior Service Manager to join our team, overseeing the delivery, performance and continuous improvement of our cloud-hosted platforms. This is an exciting opportunity to make a real impact, helping to ensure our services are reliable, secure and efficient.
As the Senior Service Manager, you’ll work at the heart of a multidisciplinary team, collaborating with technical teams, suppliers and business leads to maintain service performance, resolve incidents swiftly and drive continuous improvement of our MOD Cloud platforms within an agile delivery framework.
You’ll guide the Service Management team towards delivering high quality service outcomes, ensuring efforts are prioritised around the activities that add the greatest value to customers and support the successful delivery of products and services.
Responsibilities
Take operational ownership of cloud-based platforms ensuring availability, performance and user satisfaction.
Lead the resolution of service incidents, problems and service requests, applying root cause analysis and continuous improvement principles.
Manage relationships with suppliers and internal stakeholders to ensure delivery of agreed service levels.
Ensure our ITIL practices and processes are aligned with the Service Integration and Management (SIAM) and Operational Service Management (OSM) principles.
Drive improvements in platform stability, scalability, and security through agile delivery and service reviews. Identifying risks and issues and addressing performance with process leads and suppliers.
Act as the bridge between technical and non-technical teams to ensure user needs, operational considerations, and business goals are aligned. Work collaboratively with internal teams to manage and deliver change effectively.
Line management and development responsibility of staff, focusing the team on customer outcomes, ensuring what is most important is achieved in the delivery of products and services.
(Remote working within this role is something that can be discussed at interview stages or with your future line manager if you are found successful.)
As the Senior Service Manager, you’ll work at the heart of a multidisciplinary team, collaborating with technical teams, suppliers and business leads to maintain service performance, resolve incidents swiftly and drive continuous improvement of our MOD Cloud platforms within an agile delivery framework.
You’ll guide the Service Management team towards delivering high quality service outcomes, ensuring efforts are prioritised around the activities that add the greatest value to customers and support the successful delivery of products and services.
Responsibilities
Take operational ownership of cloud-based platforms ensuring availability, performance and user satisfaction.
Lead the resolution of service incidents, problems and service requests, applying root cause analysis and continuous improvement principles.
Manage relationships with suppliers and internal stakeholders to ensure delivery of agreed service levels.
Ensure our ITIL practices and processes are aligned with the Service Integration and Management (SIAM) and Operational Service Management (OSM) principles.
Drive improvements in platform stability, scalability, and security through agile delivery and service reviews. Identifying risks and issues and addressing performance with process leads and suppliers.
Act as the bridge between technical and non-technical teams to ensure user needs, operational considerations, and business goals are aligned. Work collaboratively with internal teams to manage and deliver change effectively.
Line management and development responsibility of staff, focusing the team on customer outcomes, ensuring what is most important is achieved in the delivery of products and services.
(Remote working within this role is something that can be discussed at interview stages or with your future line manager if you are found successful.)