Senior Technology Service Manager

Ordnance Survey; Southampton; Hybrid; GBP 47,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Enhanced pension

Bonus

Annual leave 28 days

Hybrid and flexible working

Learning and development support

OS Maps subscription

Volunteer leave

Job summary

Ordnance Survey in Southampton is seeking a Senior Technology Service Manager to oversee Service Management for our Business Systems, Positioning and Applying services. You will drive KPIs, ensure security and compliance, and manage incidents, changes and releases with a focus on operational excellence.

You’ll lead cross‑functional teams, engage stakeholders and shape continuous service improvements in a hybrid working model.

Qualifications

• Senior level Technology Service Management experience.
• Strong knowledge of Dynamics 365 FSCM and CE, including integrations.
• Proven leadership across multi-disciplinary teams.
• Expertise in ITIL 4 processes—Incident, Problem, Change & Release.
• Excellent communication and stakeholder management skills.
• Ability to drive service improvement initiatives.

Responsibilities

• Lead on Service Management practices across key services.
• Oversee Incident, Problem, Change & Release Management with minimal disruption.
• Define and agree KPIs and OLAs with stakeholders; meet expectations.
• Ensure robust Monitoring & Alerting for critical services.
• Maintain accurate architecture and configuration documentation and roadmaps.
• Ensure compliance with standards and proactive security practices.
• Develop Disaster Recovery and Business Continuity plans; regular testing.

Skills

Service Management

Dynamics 365 FSCM

Dynamics 365 CE

Leadership

ITIL 4

Communication

Issue Management

Service Improvement

Tools

Azure DevOps

Azure DevOps Boards

Azure DevOps Artifacts

Job description

Senior Technology Service Manager

Full Time | £46,628.00 to £54,399.00 (dependent on experience)

Hybrid Southampton

Who we are

We are Ordnance Survey, Great Britain's national mapping service and a pioneer in geospatial technology. With over 230 years of trusted data, we empower better decisions, deeper understanding, and meaningful connections to the places we live, move through, and care for.

About the role

As a Senior Technology Service Manager you will play a pivotal role in ensuring the operational excellence of our Business Systems, Positioning and Applying services. You will lead and oversee Service Management processes, drive performance ensuring KPIs and customer expectations are met, ensure compliance with relevant standards and domain best-practice (including security), whilst also managing operational issues, DR readiness & risks.

What you'll do

• Leadership: Lead on Service Management practices, fostering collaboration and high performance
• Service Management: Oversee Incident, Problem, Change & Release Management, ensuring smooth operations with minimal operational impact
• Service Level Management: Define and agree KPIs & OLAs with stakeholders, ensuring service deliverables & customer expectations are met
• Monitoring & Alerting: Ensure robust monitoring and alerting is in place for key services & components
• Configuration & Maintenance: Ensure there is accurate & consistently maintained architecture and configuration documentation with related maintenance roadmaps
• Compliance & Security: Ensure adherence to standards, regulations and best practice, including proactive vulnerability scanning and remediation
• Continuity Planning: Advocate for & support the creation of Disaster Recovery and Business Continuity plans, ensuring these are regularly reviewed & tested
• Risk & Issue Management: Log, review, and elevate operational risks and issues as needed
• Stakeholder Engagement: Lead service reviews with internal teams and external suppliers, ensuring alignment with business needs
• Project Support: Ensure operational requirements and priorities are incorporated in development activities & facilitate smooth transitions into normal operations
• Cost control: Create cost estimates, ensure costs are monitored & remain within budget

What we're looking for

• Proven track record in Technology Service Management at a senior level
• Good understanding of Dynamics 365 FSCM, Dynamics 365 Customer Engagement (CE), including BFIN and BSIN integrations, and website support would be an advantage.
• Strong leadership skills with the ability to coach and develop teams and individuals
• Expertise in ITIL 4 processes - Incident, Problem, Change & Release Management
• Excellent communication and stakeholder management skills
• Ability to manage complex issues, balance multiple priorities and work effectively under pressure.
• Experience of driving service improvement initiatives and embedding best practices across technology teams.

Three principles one direction

• Clear the path - Cut the noise. Simplify. Move at pace
• Seek the story - Listen. Understand. Speak up
• Do what matters - Focus on value

The Rewards

We want you to love what you do and feel supported to do your best work.

Our benefits include:

• Competitive salary and pension (OS contribute up to 12.07%)
• Performance-related bonus (where applicable)
• 28 days annual leave plus bank holidays (increasing with service)
• Enhanced family leave, including paid partner leave
• Hybrid and flexible working options
• Learning and development support, coaching and mentoring
• Free subscription to OS Maps and access to wellbeing support
• Volunteering leave and matched fundraising

Location & working pattern

We embrace a hybrid working model at OS, because we believe in flexibility and balance. You'll be based at our fantastic HQ in Southampton, where you'll be expected to spend a minimum of 2-3 days per week collaborating face-to-face with colleagues.

Security

OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks via the Disclosure & Barring Service (DBS).

Some of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.

Closing Date

Sunday 27th September 2026 at 23:59pm.

Inclusion

We are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.

Research indicates that women, individuals with disabilities, LGBTQ+ community members, neurodiverse individuals, and people from ethnic minority backgrounds often hesitate to apply for jobs unless they meet every single qualification. At Ordnance Survey, we are dedicated to fostering a diverse, inclusive and genuine workplace where everyone can thrive. If you're enthusiastic about this role but your experience doesn't perfectly match every qualification in the job description, we encourage you to apply anyway. You might be the ideal candidate for this or other roles within Ordnance Survey.

Skills required for this role:

Agile Principles, Agile Principles, Analytical Thinking, Azure Devops, Coaching, Communication, Finance, Functional Requirements, Information Technology Infrastructure Library (ITIL), ITIL Management, ITIL Practices, ITIL Processes, Mentoring Colleagues, Microsoft Azure DevOps Artifacts, Microsoft Azure DevOps Boards, Negotiation, Problem Solving, Procurement, Risk Management, Secure Software Development Lifecycle, Security by Design, Service Level Agreement (SLA), Simplifying Complex Information, SLA Compliance, SLA Management {+ 7 more}