Senior Service Manager - Metis Live Services
| Posting date: | 17 March 2026 |
|---|---|
| Salary: | £50,182 per year |
| Additional salary information: | New entrants to the Civil Service will start their role on the salary band minimum £46,062 for National roles or £50,182 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 £8,300. |
| Hours: | Full time |
| Closing date: | 30 March 2026 |
| Location: | Croydon, London |
| Remote working: | On-site only |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 452756 |
Summary
As a Senior Service Manager, your main day to day responsibilities will be;
Ensuring that the customer receives the highest level of service from the Metis Live 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 communicating and collaborating 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.
Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
Supporting the deliver and stability of Oracle Fusion ERP services, ensuring they meet the operational and business needs.
Leading incident and problem calls across delivery teams and business stakeholders, ensuring timely resolution and clear communication.
You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. In addition, 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.
Ensuring that the customer receives the highest level of service from the Metis Live 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 communicating and collaborating 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.
Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
Supporting the deliver and stability of Oracle Fusion ERP services, ensuring they meet the operational and business needs.
Leading incident and problem calls across delivery teams and business stakeholders, ensuring timely resolution and clear communication.
You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. In addition, 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.