Branch Service Manager

Post Office Ltd; Chesterfield; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave

Bonus up to 10% on target

Pension with 10% employer contribution

Digital GP services

Employee assistance programme

Life assurance and income protection

Job summary

Post Office Ltd. is seeking a Branch Service Manager to lead IT service delivery and continual improvement across a complex technology landscape. You will work with technical teams, suppliers, and senior stakeholders to ensure service stability and high-quality outcomes for Postmasters and customers.

The role emphasizes incident, problem and change management, governance, and operational readiness, with a hybrid working pattern and a competitive benefits package.

Qualifications

• Experience in IT Service Management within a complex, multi-supplier environment.
• Strong stakeholder relationship management and communication skills.
• Proven ability to lead service improvements and support operational delivery.

Responsibilities

• Oversee delivery and performance of IT services across a complex landscape.
• Lead incident, problem and change management activities with cross-functional teams.
• Collaborate with suppliers, stakeholders and business leaders to ensure service quality.
• Support governance, planning and operational readiness for initiatives and projects.
• Model Post Office behaviours and maintain a Postmaster-first mindset.

Skills

ITSM

Stakeholder mgmt

Incident management

Change management

Service improvement

Data analysis

Communication

Project delivery

Job description

Career Opportunities: Branch Service Manager (19102)

Requisition ID19102-Posted10/01/2026-Technology (50000000)-Technology Services (60000463)-Chesterfield (126252)-Information Technology-Fixed Term-Full Time-East Midlands

Salary: Competitive plus comprehensive benefits package
Grade: 3B
Reporting Line: Head of Branch Service Management
Contract Type: Permanent
Working Pattern: Full-Time Hybrid
Location: London/Bolton
Closing Date: 15th October 2026

What to expect

As a Branch Service Manager, you will join us on our journey and undertake a highly influential role responsible for ensuring the effective delivery, performance and continual improvement of IT services across a complex technology landscape.

You will work collaboratively with technical teams, suppliers, senior stakeholders and business leaders, helping to maintain operational stability, enhance service quality and ensure technology services support both business objectives and the needs of Postmasters and customers.

This role offers a unique opportunity to make a tangible impact by driving service excellence across multiple technology services, supporting critical business operations and influencing continual service improvement activities across Post Office.

As a key member of the Technology Services team, you will play an important role in incident, problem and change management activities, supporting operational delivery while ensuring risks are proactively managed and service performance remains aligned with business expectations.

How our people behave is as important to Post Office as what is delivered. The Branch Service Manager will role model the Post Office behaviours and demonstrate a Postmaster-first mindset.

What we can do for you

Our business is changing and we understand that attracting the right talent is pivotal in driving the positive change needed, to help us achieve our ambitious goals. Beyond a competitive salary, we offer a comprehensive benefits package that includes:

• 25 days annual leave (rising to 30 after 2 years), plus bank holidays
• Up to 10% on target bonus opportunity
• Generous pension scheme with minimum 10% employer contribution
• Access to 24/7 digital GP services and our Employee Assistance Programme
• 6 x Life assurance and income protection after 12 months service
• Over 400 online courses, mentoring, apprenticeships, and development programmes
• Access to our benefits platform for exclusive discounts & savings

To be successful in this role, you will bring strong experience within IT Service Management alongside a proven ability to manage stakeholder relationships, lead service improvements and support operational delivery within a complex technology environment.

As a Branch Service Manager, you will contribute to the delivery of technology service objectives, supporting incident, change and problem management processes while working closely with business stakeholders, technical teams and suppliers to ensure high-quality service outcomes.

In addition to this, the ideal candidate will:

• Have proven experience in IT Service Management within a complex, multi-supplier environment.
• Demonstrate experience building and maintaining strong cross-functional stakeholder relationships to support business and service objectives.
• Have experience supporting change management processes, change impact assessments and participation in Change Advisory Board (CAB) activities.
• Possess strong knowledge of incident, major incident, problem and change management disciplines.
• Demonstrate excellent communication and stakeholder engagement skills with the ability to influence outcomes and manage escalations effectively.
• Have strong analytical skills with experience interpreting service performance data, identifying trends and driving service improvements.
• Be comfortable coordinating activities across technical teams, third-party suppliers and senior business stakeholders.
• Demonstrate commercial awareness and the ability to make informed, data-driven decisions.
• Have experience contributing to project delivery and supporting initiatives through planning, governance and operational readiness activities.
• Be passionate about continuous improvement, personal development and fostering an inclusive and collaborative working environment

About us

At Post Office Ltd, we’re proud to be at the heart of communities across the UK, upheld by the dedication and service of our postmasters. We offer essential services that people rely on every day, from parcels and banking to identity and government services. While we continue to evolve with digital innovation, our commitment to personal, face-to-face service remains core to who we are.
Our journey is one of reflection, growth, and meaningful change. We’re looking for people who think differently. Those with resilience, purpose, and a deep sense of responsibility to our postmasters, partners and the communities they serve. If you're driven by the chance to make a real impact and help shape a future, built on progress and integrity, we’d love to hear from you. For more details visit [e-mail]

Application Guidance

Our commitment to embracing diversity extends beyond just words. While we’ve outlined key skills above, we recognise that great candidates come from a variety of backgrounds. We value diverse perspectives and are committed to building an inclusive workplace where everyone can thrive.
As a Disability Confident Employer, we recognise the value people with disabilities can bring to our business. If you require any reasonable adjustments throughout the recruitment process or would like further details on the job description, please contact [e-mail]
We’re thrilled by your interest in this opportunity and truly value every application we receive. Please note the advert may close early if we receive a high volume of applications. Unfortunately, we’re unable to provide individual feedback on all submissions.