Head of Service Management

FCDO Services; Hanslope; On-site; GBP 85,000 - 115,000; Full time

Benefits offered by this job

Competitive salary and generous holiday entitlement

Civil Service Pension

Training and development opportunities

On-site gym, nursery, café and restaurant

Interest-free loans on season tickets and bikes

Training & development

Holiday entitlement

Job summary

A government agency providing secure infrastructure seeks a Head of Service Management in Hanslope, England. This role demands strong leadership in IT service delivery, focusing on developing and managing an expert team to enhance service standards. The successful candidate will need extensive experience in service management, knowledge of relevant certifications, and an acumen for commercial practices. Benefits include a competitive salary, Civil Service Pension, and excellent development opportunities while promoting a diverse working environment.

Qualifications

• Proven ability to lead service delivery teams and drive improvements.
• Hands-on experience with service management tooling is essential.
• Familiarity with ISO9001 and ISO20000-1 standards.
• Hands‑on experience with service‑management tooling such as ServiceNow.
• Demonstrable knowledge of formulating SLAs/OLAs and delivering services to ISO9001 and ISO20000‑1 standards.
• Commercial acumen and ability to drive organisational change management.
• Experience with project and programme management methodologies.
• Desirable: Technical expertise relating to security, IT and communications technologies.
• Knowledge of overseas operations and supplier management experience is a plus.

Responsibilities

• Lead IT Service Managers to ensure efficient service delivery.
• Act as escalation point for business stakeholders.
• Develop relationships with internal stakeholders to enhance service.
• Oversee service operations to maintain high-quality standards.
• Set the vision and strategy for IT service management across the organisation, standardising practices while maintaining flexibility for diverse services and customers.
• Build service‑management considerations into all new bids, proposals and change requests.
• Oversee service operations to ensure consumer support meets the highest quality standards.
• Develop and maintain excellent relationships with internal stakeholders and customers.
• Confirm fulfillment of customer service agreements, support renegotiation, and resolve customer issues.
• Promote professional development and knowledge for yourself and the team.

Skills

ITIL 4 Managing Professional certification

Service delivery experience

Leadership and management skills

Experience with ServiceNow

Knowledge of SLAs/OLAs

Commercial acumen

Project and programme management methodologies

Technical expertise in IT and communications technologies

Overseas ops

Supplier management

Tools

ServiceNow

Job description

2 days ago Be among the first 25 applicants

This range is provided by FCDO Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Head of Service Management

FCDO Services

Apply before 11:55 pm on Friday 16th January 2026

Reference number: 441152

Plus location allowance £1,750

Contract type: Permanent

Working pattern: Full-time

Location: Hanslope, South East England, MK19 7

Job summary

At FCDO Services we protect the UK’s interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we’re on.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best‑in‑class solutions for our clients, helping to shape and support a data‑driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform, we support a wide range of critical tasks.

Responsibilities

• Lead a small team of IT Service Managers, ensuring adequate resources for efficient service delivery.
• Act as a hands‑on escalation point for business stakeholders.
• Accountable for the ongoing execution of continual service improvements.
• Recruit, coach, develop and manage performance of the service team.
• Set the vision and strategy for IT service management across the organisation, standardising practices while maintaining flexibility for diverse services and customers.
• Build service‑management considerations into all new bids, proposals and change requests.
• Oversee service operations to ensure consumer support meets the highest quality standards.
• Develop and maintain excellent relationships with internal stakeholders and customers.
• Confirm fulfillment of customer service agreements, support renegotiation, and resolve customer issues.
• Promote professional development and knowledge for yourself and the team.

Qualifications

• ITIL 4 Managing Professional certification.
• Well‑developed experience in service delivery environments.
• Leadership and management skills to lead an expert service delivery team.
• Hands‑on experience with service‑management tooling such as ServiceNow.
• Demonstrable knowledge of formulating SLAs/OLAs and delivering services to ISO9001 and ISO20000‑1 standards.
• Commercial acumen and ability to drive organisational change management.
• Experience with project and programme management methodologies.
• Desirable: Technical expertise relating to security, IT and communications technologies.
• Knowledge of overseas operations and supplier management experience is a plus.

Benefits

• Competitive salary and generous holiday entitlement.
• Civil Service Pension.
• Access to training and development opportunities.
• On‑site gym, nursery, café and restaurant.
• Interest‑free loans on season tickets and bikes.

Security clearance

All candidates must be security cleared before joining. Successful applicants will undergo a vetting process to achieve Security Check (SC) clearance.

Additional Information

Want to see your future team’s work in action? Explore the Virtual Embassy at virtual-embassy.fcdoservicescareers.co.uk.

For more information on benefits and our organisation, visit fcdoservicescareers.co.uk.

Welcoming Diversity

We promote diversity and inclusion, supporting every individual’s unique background, culture and identity. We are a Disability Confident and Carer Confident employer.