Lead Service Manager
| Posting date: | 10 February 2026 |
|---|---|
| Salary: | £66,229 per year |
| Additional salary information: | New entrants to the Civil Service will start their role on the salary band minimum: £66, 229 for London Roles. You may be eligible for an additional Recruitment and Retention allowance, pending a Capability and Skills Assessment, with a value of up to £11,300. |
| Hours: | Full time |
| Closing date: | 12 March 2026 |
| Location: | Croydon, London |
| Remote working: | On-site only |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 448129 |
Summary
As a Lead Service Manager, your day-to-day responsibilities will be to:
Deliver exceptional customer service by ensuring Enterprise Services teams and suppliers consistently meet high standards and foster a culture of customer satisfaction.
Manage supplier relationships by selecting appropriate partners, agreeing delivery approaches, and making informed decisions on cost optimisation and financial performance.
Engage senior stakeholders effectively to maintain alignment, resolve challenges, and act as the primary escalation point, invoking risk processes when necessary.
Drive continuous improvement by maintaining awareness of projects and change programmes, ensuring service integrity while implementing initiatives that enhance customer experience.
Represent customers in service readiness reviews by identifying and managing service risks, ensuring readiness for new services and smooth transitions.
Lead and develop teams by building strong partnerships across the technology organisation, mentoring and line managing colleagues, and supporting succession planning.
You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. Additionally you will participate and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Deliver exceptional customer service by ensuring Enterprise Services teams and suppliers consistently meet high standards and foster a culture of customer satisfaction.
Manage supplier relationships by selecting appropriate partners, agreeing delivery approaches, and making informed decisions on cost optimisation and financial performance.
Engage senior stakeholders effectively to maintain alignment, resolve challenges, and act as the primary escalation point, invoking risk processes when necessary.
Drive continuous improvement by maintaining awareness of projects and change programmes, ensuring service integrity while implementing initiatives that enhance customer experience.
Represent customers in service readiness reviews by identifying and managing service risks, ensuring readiness for new services and smooth transitions.
Lead and develop teams by building strong partnerships across the technology organisation, mentoring and line managing colleagues, and supporting succession planning.
You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. Additionally you will participate and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.