Location: Battersea, South West London – hybrid working
Salary: £60,000–£70,000 plus performance bonus
Hours: Full-time
Reports to: Head of Service Management
We’re looking for a Senior Service Manager to own service delivery for a portfolio of customers, including senior stakeholders and regulated environments.
In this hands-on, customer-facing role, you’ll build trusted relationships, run effective service governance and coordinate internal teams to maintain service performance. During escalations and major incidents, you’ll provide calm leadership and clear communication, balancing customer needs with our service commitments and commercial interests.
Success will be measured through service performance, customer confidence, communication quality, risk management and delivered improvements. You’ll also use AI responsibly to work more efficiently and turn service information into useful insight.
Requirements
- At least five years’ technical Service Management experience within managed services, cloud, infrastructure, backup or resilience.
- Proven experience managing SLAs, service reviews, reporting, escalations and continual improvement.
- Confident stakeholder management across technical and non-technical audiences, including senior customer contacts.
- Working knowledge of Backup as a Service (BaaS), Disaster Recovery as a Service (DRaaS), resilience and cloud concepts, with the ability to explain technical detail clearly.
- A calm, structured approach under pressure, with the ownership to spot problems early, drive action and follow through.
- Strong communication and relationship-building skills, including negotiation, influencing and professional conflict resolution.
- Organisation and adaptability, with the ability to prioritise, switch between tasks and manage competing demands.
- Commercial awareness, technical curiosity and an interest in using AI to improve delivery.
- English language proficiency.
Preferred: ITIL Foundation or above, ideally ITIL 4, or equivalent practical service management experience.
