Service Manager

Service Manager – SC Cleared
£60,000 – £85,000 | Remote / Hybrid | Start date: 1st April
Employment type: FTE / FTC

We’re looking for an experienced Service Manager to take full ownership of Managed Services across key client accounts in secure, cloud-native environments. You’ll be accountable for service performance, governance and continual improvement in modern, DevOps-enabled platforms.

What you’ll be doing

• Own Managed Service performance, contractual compliance and client outcomes

• Design and manage SLAs, KPIs and OLAs in cloud-based environments

• Lead service governance forums and regular Service Reviews

• Act as primary escalation point for service risks, issues and major incidents

• Monitor and report on operational and DevOps metrics (availability, change success, deployment frequency, MTTR)

• Ensure effective service controls within CI/CD and agile delivery models

• Drive structured Continual Service Improvement initiatives

• Translate technical performance into clear business impact for senior stakeholders

• Oversee Incident, Problem and Change Management, including RCA and communications

• Work closely with cloud, platform and DevOps teams to ensure resilience and stability

What we’re looking for

• Proven experience as a Service Manager with end-to-end service accountability

• Strong track record designing and managing SLAs in cloud environments (Azure experience ideal)

• Experience operating within DevOps / CI/CD-driven delivery models

• Solid ITIL knowledge (v4 preferred)

• Confident running governance boards and Service Reviews

• Understanding of:

  • Cloud infrastructure (Azure preferred)

  • DevOps operating models and CI/CD pipelines

  • Infrastructure-as-Code principles

  • Observability, reliability and service health metrics

• Commercially aware, outcome-focused and data-driven

• Able to work effectively with both technical teams and senior business stakeholders

• Calm under pressure and comfortable in fast-moving cloud environments