Senior Service Manager - Active UK SC Clearance Required

Appvia; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Private healthcare

Pension

Share scheme

Job summary

Appvia is seeking a Senior Service Manager to design and run a live UK government digital service, with hybrid London-based work and UK SC clearance. The role focuses on service design, day-to-day management, and safe transition of new services into live operation.

You will shape incident handling, problem backlog reduction, and automation across a multi-team environment, aligning with agile and DevOps ways of working.

Qualifications

• Experience designing service and support models for digital services, incl. ownership and incident routing.
• Hands-on experience running live services: incident, problem and change management.
• Proven ability to reduce problem backlogs and identify root causes.

Responsibilities

• Design the target support model for a new digital service with direct routing to the owner team.
• Lead incident, problem, and change management across live services.
• Automate alerting, on-call tooling, and tool integration (e.g. ServiceNow to Jira).
• Define operational readiness criteria and service acceptance for new services.

Skills

Incident management

Change management

ITIL 4

Stakeholder management

Automation tooling

SRE practices

Observability tooling

Runbooks

Education

ITIL 4 certification

Tools

ServiceNow

Jira

Dynatrace

Grafana

Job description

Senior Service Manager - Active UK SC Clearance Required

Location: London, UK (Hybrid - typically 1-2 days per month in office)

Contract: Permanent, Full-time

Start: November 2026

Package: £60,000 - £80,000 + 10% Bonus + 10% Shares + Benefits

About Appvia

Appvia is a specialist cloud, platform, and solutions engineering consultancy, helping organisations modernise infrastructure, improve reliability, and adopt cloud-native practices that enable long-term, sustainable delivery.

Our engineering capability spans AWS, Azure, platform engineering, networking, software, data, AI, delivery, and managed services.

We work across complex, high-impact environments in both the public and private sector, where security, resilience, operational excellence, and service quality are critical.

About the Role

We’re looking for an experienced Senior Service Manager to join Appvia on a large UK government digital service, at the point where a live service is being replaced by a brand new one.

This role blends three things: designing how a service should be run, managing it day to day, and helping new services move safely into live. People who are brilliant at all three are rarer than a quiet on-call shift, so service design and service management are the priorities. Transition experience is a welcome bonus.

You’ll design the support model for the new service, so incidents go straight to the team that owns the component instead of taking the scenic route past every other team first. You’ll run incident and problem management, get the problem backlog heading in the right direction (down), and build a technical first line with runbooks people actually use. In time, you’ll build a sensible service management culture with SLAs and OLAs, keeping senior stakeholders informed without burying them in status reports.

We want a modern approach. You’ll know ITIL well, and you’ll also know when to put it back on the shelf. This service is built by agile teams who release often, so we’re looking for lightweight change, automation over manual hand-offs, and service readiness built into each team’s definition of done rather than checked at the end.

You’ll work closely with engineering teams, SREs, the customer’s central service management function and frontline operational teams, and be the person who joins them all up. You’ll also support and develop a small incident management team.

This is a great opportunity for someone who enjoys designing services that work in the real world, then rolling their sleeves up to run them.

Interview Process - 2 Stage- Discovery conversation with Talent Acquisition

• Final interview with Appvia / customer-facing leadership

Important

You must be eligible for UK Security Clearance (SC).

About You

You are an experienced Senior Service Manager who has designed and run live digital services built by agile, multi-team delivery, and who reaches for automation before reaching for another spreadsheet.

You will bring:

• Experience designing service and support models for digital services, including who owns what, how incidents are routed and how the service is supported out of hours
• Strong hands-on experience running live services: incident, problem and change management, including major/high-severity incident handling
• A track record of reducing problem backlogs and fixing root causes
• Experience working with agile product and engineering teams in a “you build it, you run it” model
• Experience automating service management, such as alert routing, on-call tooling, ticket integration (e.g. ServiceNow to Jira) and pipeline-based change controls
• Working knowledge of SRE practices such as SLOs, error budgets and post-incident reviews
• Comfort with observability tools such as Dynatrace, Grafana or similar, enough to ask good questions of the data
• Strong understanding of SLAs, OLAs, KPIs and service reporting
• Experience defining operational readiness and service acceptance criteria for new services
• Experience building or improving a first-line or technical triage function, including runbooks and knowledge articles
• Strong ITIL 4 knowledge, applied with judgement rather than by the page
• Experience identifying, managing, and escalating service risks appropriately
• The ability to influence engineering teams, central service functions and senior stakeholders without direct authority
• Experience mentoring or supporting the development of more junior service management colleagues
• A proactive, structured, and pragmatic approach

Responsibilities

Service design

• Design the target support model for a new digital service, so incidents route directly to the team that owns the component
• Define a technical first-line triage capability with runbooks and clear escalation paths
• Agree incident, problem and change SLAs, OLAs and reporting with the customer’s central service management function
• Map out-of-hours responsibilities across 24/7 operations and on-call engineering teams
• Build service acceptance criteria into engineering teams’ definition of done, covering monitoring, runbooks, alerting and support handover

Service management

• Own day-to-day incident and problem management across the live and replacement services
• Lead the response to major and high-severity incidents
• Get root cause work started and completed quickly
• Chair problem reviews and keep service records accurate, so reporting can be trusted
• Agree how live problems get time from engineering teams focused on feature delivery
• Provide clear reporting on service health, performance, risks, and actions
• Support and develop a small incident management team

Automation and improvement

• Tune alerting so alerts mean something and reach the right people
• Replace manual escalation with automated alerting and on-call tooling
• Automate the flow between service management and engineering tooling
• Champion lightweight, pipeline-based change over heavyweight approval boards
• Identify opportunities for continual service improvement

Service transition

• Plan operational readiness and early life support for a new service going live
• Lead knowledge transfer to support teams before go-live
• Support the decommissioning of the legacy service

Core

• Service design and support model design
• Incident, Problem & Change Management, including major incident management
• Agile and DevOps ways of working
• Service management automation and tooling integration
• SLA, OLA, SLO and KPI management
• Operational readiness and service acceptance criteria
• Service reporting and governance
• Stakeholder management across engineering, operations and senior customer teams
• Continual service improvement

Nice to have

• Active UK SC clearance
• ITIL 4 or 5 certification
• Service transition and early life support experience
• ServiceNow and Jira, ideally integrated
• Dynatrace, Grafana or similar observability tooling
• PagerDuty, Opsgenie or similar on-call tooling
• SRE experience or certification
• Public sector experience, especially citizen facing digital services
• Experience setting up a service desk or technical first-line function
• Awareness of the cloud technologies underpinning a service (e.g. AWS, Azure)

Why join Appvia

We are a self-funded, London-based consultancy, growing rapidly while staying true to what got us here: a human, engineering-led culture built on trust, ownership, and getting things done.

As we scale, we’re maturing as a business and expanding into new areas across platform engineering, software, data, and AI. We’re intentional about keeping our culture at the heart of it. We operate with a flat structure, agile ways of working, and a strong focus on collaboration, where good ideas come from anywhere and people are trusted to make an impact.

We work alongside our customers to solve complex, real-world problems: modernising systems, improving delivery, and building scalable platforms that enable long-term success.

If you want to be part of a team that values people as much as technology and gives you the space to grow while working on meaningful challenges, Appvia is the place to do it.

What’s on offer

Work-life balance

• Flexible working hours - because we know life happens outside of work
• Hybrid working - outcomes focused working
• 25 days’ holiday a year, plus bank holidays
• An additional day off for your birthday
• Enhanced maternity and paternity to full pay
• Workplace Nursery Benefit to help working parents

For your well-being

• Full Private Healthcare cover for you with partners and children covered 50%
• Death in Service
• Cycle to Work scheme
• Electric Car Scheme
• Pension plus a salary sacrifice option for even greater savings
• Employee Assistance Programme
• Free hygiene products available in the London office

Mental health support

• Free therapy through AXA
• Access to the Headspace App
• Trained Mental Health First Aiders

Other fun perks

• Learning budget of £1,000 a year
• Your own MacBook Pro while you work at Appvia
• Dog friendly office
• Wear what makes you comfortable
• Free snacks in the office
• Pool table & ping pong table
• Regular team socials, board game nights, industry meetups and more!

But don’t just take our word for it, you can check out what our Appvians say about us on Glassdoor and by following us on LinkedIn, Twitter and TikTok.

We are proud to be an equal opportunities employer and actively encourage, respect, and recognise diversity of thought and background throughout the business. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, and disability status.

Note:While all roles are active and approved at the time of posting, the dynamic nature of our start-up means some applications may be processed to pipeline talent for future opportunities rather than current openings. We will strive to keep you informed of any changes to the status of your application.