Senior Service Manager

FCDO Services; Milton Keynes; Sur place; GBP 70 000 - 98 000; Plein temps

Avantages offerts par ce poste

Civil Service Pension

On-site gym

Nursery

Café

Restaurant

Interest-free loans for season tickets

Bikes

Résumé du poste

FCDO Services is seeking a Senior Service Manager to lead delivery across a defined portfolio, aligning with business needs and ensuring value and outcomes. You will act as main contact for services and orchestrate performance, risks, dependencies, and governance across teams with senior stakeholder briefs.

You'll use data and KPIs to drive improvements, support resilience, and promote knowledge sharing. The role requires ITIL certification and evidence of continuous professional development,

Qualifications

• Experience managing services in complex operational or customer-facing environments.
• Ability to build strong relationships with diverse stakeholders across teams.
• Proven track record of using reporting, KPIs and customer insights to manage service performance.
• Evidence of continuous professional development in Service Management.

Responsabilités

• Lead and manage delivery across a defined portfolio.
• Act as main contact and escalation point for assigned services.
• Balance customer requirements, performance, constraints and priorities.
• Guarantee accurate, timely reporting to support decision-making.
• Drive continuous improvement using data and feedback.
• Represent the organisation at governance forums and stakeholder meetings.

Connaissances

Stakeholder management

Service delivery

Governance

KPI reporting

Continuous improvement

Formation

ITIL Foundation

ISO/IEC 20000 Foundation

Lean Six Sigma

PRINCE2

Description du poste

Our Service Management community works with global customers, delivery experts and other stakeholders to ensure our services are of the very highest quality. Committed to meeting agreed outcomes, offering great value for money and aligning with business needs, we’re flexible, efficient and always ready to listen and adapt to the needs of our customers. Now, you’ve got the opportunity to join them.

Supporting customers globally.

Developing new ways of working.

Making an impact internationally.

It all matters.

Deliver the great value services our global customers need

When you join us as Senior Service Manager, you’ll lead and manage delivery across a defined portfolio, working collaboratively with your colleagues as you promote consistency, resilience, knowledge sharing and best practice. Acting as the main contact and escalation point for your assigned services, and balancing customer requirements, performance, operational constraints and organisational priorities, you’ll establish, maintain and review expectations, requirements and outcomes while ensuring we deliver great value and agreed outcomes. Monitoring, reviewing and managing the performance, risks, issues and dependencies across your portfolio, we’ll also expect you to guarantee that reporting is accurate, timely, consistent and supports effective decision-making.

You’ll have a wide range of additional tasks – these include using data, insights and feedback to lead improvement opportunities, and ensuring lessons learned are captured, shared and applied to improve the future performance of our services. Committed to operating as an active, motivated member of a resilient and high‑performing Service Management community, and always ready to adapt to organisational priorities and business needs, we’ll expect you to support service validity, customer outcomes, governance and financial integrity. Working with your colleagues to support positive delivery and contributing to the creation, maintenance and continual improvement of documentation, reporting and management information, you should also be ready to represent our organisation’s interests at governance forums, workshops and stakeholder meetings.

Use all your management skills as you help to keep our nation safe and secure

To be a success in this significant senior role you’ll have well developed experience of managing services within a complex operational or customer‑facing environment, the ability to build strong relationships with a diverse range of colleagues and stakeholders, and be capable of using reporting, KPIs and customer insights to manage service performance. Committed to inspiring and leading improvements, change initiatives and operational enhancements, we’ll expect you to have the skills to produce high‑quality reports and briefings for presentation to our senior stakeholders. And in addition to being a collaborative and flexible worker with experience of supporting organisational resilience, knowledge sharing and capability development, we’ll also look for strong literacy, numeracy and digital skills.

When it comes to formal qualifications you should hold ITIL Foundation status or equivalent Service Management certification, and be ready to work towards achieving ITIL Practitioner, ITIL Managing Professional, ISO/IEC 20000 Foundation or a similar advanced qualification. With proven evidence of continuous professional development and good knowledge of all the relevant principles, practices and lifecycle concepts, you should also have well developed understanding of Service Management governance, assurance, risk and compliance requirements, and performance management, service reporting and KPI development. In addition, a Lean Six Sigma, Agile, PRINCE2, APM or equivalent qualification would be desirable, as would practical knowledge of digital service tools, workflow management systems and operational platforms.

Discover the support you need to grow your career further

But we’re always looking to improve - just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on‑site gym, nursery, café, and restaurant, and we offer interest‑free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Every single colleague must be security cleared before joining us.

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

ITIL Foundation qualification or equivalent Service Management certification.Demonstrable commitment to achieving ITIL Practitioner, ITIL Managing Professional, or an equivalent advanced Service Management qualification.ISO/IEC 20000 Foundation qualification, equivalent experience or willingness to achieve within an agreed timeframe.Evidence of continuous professional development relevant to Service Management, operational leadership or organisational delivery.Strong literacy, numeracy and digital capability.KnowledgeService Management principles, practices and lifecycle concepts.Service Management governance, assurance, risk and compliance requirements.Service performance management, service reporting and KPI development.Customer and stakeholder relationship management.Continual Service Improvement methodologies and techniques.Service review processes and service improvement planning.The application of Service Management standards, templates and ways of working.Working within complex operational or customer‑facing environments.ExperienceSignificant experience managing services within a complex operational or customer‑facing environment.Demonstrated ability to build and influence stakeholder relationships across teams and organisational boundaries.Experience managing service performance through reporting, KPIs and customer insight.Experience leading service improvements, change initiatives or operational enhancements.Experience producing high‑quality reports, briefings and service performance information for senior stakeholders.Experience working collaboratively across service teams and organisational functions.Experience operating flexibly across multiple services, customer groups or business areas.Experience supporting organisational resilience, knowledge sharing and capability development.