Senior Service Manager

Sopra Steria Ltd; Farnborough; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Bonus

Car allowance (£6,600)

Medical insurance

Pension (6% contrib)

Life assurance (4x salary)

Holiday entitlement (25 days, buy up 0

Job summary

Sopra Steria Ltd is seeking a Senior Service Manager to own the strategic direction and performance of a large, complex service within secure environments. The role includes leading Service Management teams, driving transformation, and shaping the service roadmap across the UK.

A hybrid model with on-site Farnborough is expected. You will lead diverse teams, collaborate with cyber, architecture, and delivery groups, and ensure services meet contractual and customer requirements while advancing

Qualifications

• Experience owning and leading large-scale IT services.
• Proven leadership of diverse teams and performance management.
• Strong understanding of end-to-end service delivery and ITIL practices.
• Experience in secure or highly regulated environments with cyber awareness.
• Able to obtain MoD DV security clearance.

Responsibilities

• Own the strategy, performance, and future direction of a large service.
• Lead and develop a diverse Service Management organisation.
• Drive transformation, resilience, and operational efficiency.
• Develop and communicate a clear service roadmap to stakeholders.
• Collaborate with architecture, cyber, delivery, and commercial teams.

Skills

Service Management leadership

People leadership

End-to-end service delivery

Strategic thinking & communication

Secure/regulatory environments

MoD DV/clearance readiness

Education

ITIL 4 Managing Professional or equivalent

Job description

Are you an experienced Service Management leader who has successfully led large, complex services and teams within demanding, secure environments?

Sopra Steria's Aerospace, Defence and Security business is looking for a Senior Service Manager to take ownership of a large and growing service, providing leadership across a broad Service Management capability, and helping shape how the service develops over the coming years.

The service is still evolving and going through significant transformation, giving you the opportunity to put your own stamp on it, define its future direction and build a service that delivers real value to our customer.

You will also play a senior role within our wider Service Management capability, helping develop our existing teams and contributing to the future direction of Service Management across the UK business.

This role requires the successful candidate to hold active MoD DV and be within a commutable distance of Farnborough. The role offers a hybrid working arrangement, with an expectation to be on site in Farnborough three days per week.

What you'll be doing:

• Owning the overall strategy, performance, and future direction of a large, complex service, ensuring it continues to meet customer, contractual, commercial and operational requirements.
• Leading and developing a diverse Service Management organisation including Service Managers, Service Desk leadership, practice specialists and technical teams.
• Driving the transformation and continual improvement of the service, identifying opportunities to improve performance, resilience, customer experience, automation and operational efficiency.
• Developing and communicating a clear service strategy and roadmap, ensuring teams, customers and senior stakeholders understand the direction of travel and their role within it.
• Providing leadership across new and transitioning services, working closely with technical, architecture, cyber, delivery and commercial teams to ensure services are designed and transitioned successfully into operation.
• Building strong relationships across the customer and Sopra Steria, managing challenging situations and competing priorities while contributing to the growth and development of our wider Service Management capability.

What you'll bring:

• Significant Service Management experience, with experience owning and leading large-scale, complex IT services within demanding customer environments.
• Strong people leadership experience, with a track record of managing large and diverse teams, developing leaders and successfully managing performance, and challenging situations.
• Understanding of end-to-end service delivery, including Service Desk, technical operations, infrastructure/platform teams, ITIL practices, service transition and continual service improvement.
• Strong strategic thinking and communication skills, with the ability to define a service vision and communicate strategy clearly with operational teams, customers, peers and senior leadership.
• A recognised Service Management qualification, ideally ITIL 4 Managing Professional or equivalent senior ITIL v3 experience, together with a strong understanding of modern Service Management practices.
• Experience working within secure or highly regulated environments, with a good understanding of cyber security and the ability to hold or obtain the required MoD DV security clearance.

Employment Type: Permanent
Location: Farnborough
Security Clearance Level: MoD DV essential
Internal Recruiter: Josh
Salary: Competitive, based on experience
Benefits: Bonus, £6,600 car allowance, which can also be taken as cash. Benefits include 25 days' holiday, with the option to purchase up to an additional 10 days per year, AXA medical insurance, 6% pension contribution and life assurance at 4x salary

Sopra Steria's Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client's goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK's most complex safety- and security-critical markets.