Software Service Manager

• We manage the day-to-day delivery of software support services across a variety of projects.
• We engage in relevant client relationships and act as a key interface between technical, functional, and client teams.
• We manage people, resources, finances, and reporting while maintaining robust quality standards.
• We support the transition of projects from development into support and project manage minor development and service work.
• We develop, implement, and maintain service standards and procedures for our Managed Services Practice.
• We support the Senior Service Manager with service delivery, contractual SLAs, staff planning, financial operations, and customer satisfaction.
• We manage blended service teams across multiple locations and collaborate with client and partner resources to share knowledge and improve service.
• We provide regular reporting to clients and our management through service meetings and internal reviews.
• We manage incident escalations and escalate to senior management where appropriate.
• We support business growth within existing accounts and assist with business development for new clients.
• We support the sales and procurement cycle to position us to win profitable new business.
• We understand contracts and commercial terms to ensure our services remain compliant.
• We support negotiation of SLAs, support contracts, and third-party contracts.
• We motivate and empower teams, set clear goals, and ensure regular feedback and constructive appraisals.
• We ensure team members have learning and development objectives and support staffing and onboarding.
• We build constructive relationships with clients, suppliers, and third-party stakeholders.
• We implement and maintain appropriate service governance arrangements and technical quality standards.
• We manage service risks and issues and escalate where appropriate.
• We comply with confidentiality, non-disclosure, and information security requirements.
• We work with quality compliance teams and external auditors to maintain accreditation standards.
• We contribute to continuous improvement initiatives and encourage innovation in technology and process.
• We proactively assist with recruitment activities to support stable organisational growth.

Technologies:

• Support
• ITIL
• ITSM
• Security
• ServiceNow

• We require experience working in a commercial IT/software environment with a thorough understanding of service management.
• We require eligibility for security clearance.
• We require experience of adhering to service and project management disciplines and quality standards, ideally with a strong understanding of ISO20000.
• We require evidence of developing and managing sound client-supplier relationships.
• We require considerable experience in a relevant technical environment.
• We require experience facilitating workshops and discussions.
• We require the ability to make sensible decisions under pressure while balancing client demands and our commercial priorities.
• Desirable: experience working with key ITSM tools such as ServiceNow.
• Desirable: ITIL Foundation accreditation or similar.