Head of Service Management

Foreign, Commonwealth & Development Office (FCDO); Wolverton; On-site; GBP 125,000 - 150,000; Full time

Job summary

A governmental department in the UK seeks an experienced IT Service Manager to lead a small team and ensure efficient service delivery. This role includes driving continual service improvements, managing team performance, and handling customer service agreements. The ideal candidate will have leadership skills, ITIL certification, and experience in service management environments. This position offers a competitive salary, generous holidays, and access to excellent on-site facilities including a gym, nursery, and cafe.

Benefits

Competitive salary

Generous holidays

Civil Service Pension

On-site gym

Interest-free loans for travel

Qualifications

• Experience in service delivery environments essential.
• Capability to operate in various service management environments required.
• Familiarity with ISO9001 and ISO20000:1 standards beneficial.

Responsibilities

• Lead a small team of IT Service Managers.
• Drive continual service improvements and standardize practices.
• Resolve customer issues and maintain team professional development.

Skills

Leadership and management skills

ITIL 4 Managing Professional certification

Service management tooling experience

Knowledge of SLAs/OLAs

Commercial acumen

Project and programme management methodologies

Technical expertise in communications technologies

Tools

ServiceNow

Job description

Responsibilities

• Lead a small team of IT Service Managers
• Ensure resources are available for efficient service delivery
• Act as a hands‑on escalation point for business stakeholders
• Drive continual service improvements
• Recruit, coach, develop, and manage team performance
• Set vision and strategy for IT service management
• Standardise practices and services across the organisation
• Build and maintain relationships with various internal stakeholders and customers
• Ensure fulfillment of customer service agreements
• Support renegotiation of customer agreements
• Resolve customer issues and maintain team professional development

Technologies

• Support
• ITIL
• Security
• ServiceNow
• Cloud
  ITIL 4 Managing Professional certification
• Experience in service delivery environments
• Leadership and management skills to lead a service delivery team
• Hands‑on experience with service management tooling (e.g., ServiceNow)
• Knowledge of formulating SLAs/OLAs
• Ability to deliver services at ISO9001 and ISO20000:1 standards
• Commercial acumen and ability to drive organisational change management
• Experience with project and programme management methodologies (desirable)
• Capability to operate in established and green field service management environments
• Technical expertise related to security, IT, and communications technologies (advantageous)
• Knowledge of overseas operations and supplier management (a plus)

At FCDO Services, we protect the UK's interests at home and overseas, offering a range of vital services including the design and construction of secure government buildings and the secure handling of diplomatic communications. Joining our Digital and Data technology team means you will work at the forefront of digital innovation, providing best‑in‑class solutions that shape a data‑driven future for the UK government. We offer a competitive salary, generous holidays, a Civil Service Pension, and valuable training opportunities. Our office environment includes an on‑site gym, nursery, café, and restaurant, along with interest‑free loans for travel to support your journey with us.