SAP and Non-SAP Operational Service Manager - MHCLG - G7

Manchester Digital; London; On-site; GBP 54,000 - 71,000; Full time

Job summary

A UK government agency is seeking an SAP and Non-SAP Operational Service Manager to oversee service management processes in a digital transformation context. The role involves designing workflows, leading integration efforts with platforms like ServiceNow, and enhancing operational resilience during transitions. Candidates should have a solid background in service management, particularly within large-scale transformation projects, and possess leadership skills to engage with technical teams effectively.

Qualifications

• Proven experience in technical service management within transformation programmes.
• Strong understanding of ITIL or equivalent service management frameworks.
• Experience managing case handling workflows and escalation models.

Responsibilities

• Lead the design and management of case handling processes outside SAP.
• Collaborate with technical teams for monitoring and support metrics.
• Define operational KPIs and drive service improvements.

Skills

Technical service management

ITIL service management frameworks

Stakeholder engagement

Issue resolution

Tools

ServiceNow

Identity access management systems

Job description

SAP and Non-SAP Operational Service Manager - MHCLG - G7

Full-time (Temporary) £59,946 - £70,011 (London) or £54,531 - £64,641 (National)
Published on 18 September 2025 Deadline 28 September 2025

Location

Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

We have over 3,500 staff who are based in 20 offices across the UK.

The Operational Service Manager is a key role within the UNITY Programme. The UNITY Cluster is a cross-departmental UK government initiative involving HMRC, the Department for Transport (DfT), and MHCLG. Its goal is to modernise and unify back-office operations specifically finance, procurement, HR, and payroll - through a shared cloud-based ERP platform powered by SAP and delivered in partnership with Deloitte. The UNITY Cluster represents a significant digital transformation effort, impacting over 100,000 civil servants and aligning with theShared Services Strategy.

The successful candidate will be responsible for designing, managing, and supporting case management processes that fall outside SAP core workflows. This includes overseeing service models, escalation paths, and platform configurations across HR, Finance, Procurement, and Digital transactions.

You will lead the integration and configuration of platforms such as ServiceNow and Identity Access Management systems, ensuring business continuity and operational resilience during and after the transition to Unity. This role requires a strong understanding of service management frameworks, technical platforms, and user-centric operations design.

As the escalation point for complex issues outside SAP, you will collaborate with technical teams, support functions, and retained business units to ensure seamless service delivery and continuous improvement across non-SAP services.

We particularly welcome candidates from an ethnic minority background and other underrepresented groups to apply, as we work to continually improve our ability to represent the places and communities we support through our work.

As the SAP and Non-SAP Operational Service Manager, you’ll:

• lead the design and management of case handling processes outside SAP core workflows
• define support and escalation models across HR, Finance, Procurement and Digital transactions
• oversee configuration and integration changes to ServiceNow and Identity Access platforms.
• ensure business continuity for non-SAP services during and post-transition to Unity
• collaborate with technical teams to implement end-to-end service monitoring and support metrics
• define operational KPIs and drive service improvements across retained function support teams
• establish user-centric service models for case tracking, ticket resolution and escalation
• act as the escalation point for complex operational issues that fall outside Unity SAP processes.

Person specification

As the SAP and Non-SAP Operational Service Manager, you’ll have:

• proven experience in technical service management and operations leadership within large-scale transformation programmes
• strong understanding of ITIL or equivalent service management frameworks
• experience designing and managing case handling workflows and escalation model
• hands-on experience with ServiceNow or similar service management platforms
• familiarity with identity access management systems and integration principles
• ability to define and monitor operational KPIs, and drive service improvements
• strong stakeholder engagement and issue resolution skills across technical and business teams
• experience ensuring business continuity during system transitions or service migrations.

Behaviours

We'll assess you against these behaviours during the selection process: