Senior Technology Service Manager

ordnancesurvey; Southampton; Hybrid; GBP 47,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Pension up to 12.07%

Performance bonus

28 days leave + bank holidays

Learning & development

OS Maps subscription

Volunteer leave

Job summary

Ordnance Survey is seeking a Senior Technology Service Manager to drive operational excellence across our Business Systems, Positioning and Applying services. You will lead service management processes, ensure KPIs are met and coordinate with stakeholders to deliver reliable technology services.

Based in Southampton with hybrid working, the role emphasises security, compliance and continuous improvement while managing incidents, changes and releases in a complex environment.

Qualifications

• Proven track record in Technology Service Management at a senior level.
• Strong leadership and stakeholder management skills.
• Expertise in ITIL 4: Incident, Problem, Change & Release Management.
• Experience with Dynamics 365 FSCM/CE integrations is advantageous.

Responsibilities

• Lead on Service Management practices and drive high performance.
• Oversee Incident, Problem, Change & Release Management.
• Define KPIs and OLAs with stakeholders and ensure delivery.
• Maintain robust monitoring and alerting for key services.
• Ensure accurate architecture documentation and maintenance roadmaps.
• Ensure compliance with standards and security best practices.
• Develop Disaster Recovery and Business Continuity plans.
• Log and escalate operational risks and issues.
• Lead service reviews with internal teams and suppliers.
• Align operational requirements with development priorities.
• Create cost estimates and monitor spend within budget.

Skills

Leadership

ITIL 4

Stakeholder management

Communication

Tools

Dynamics 365 FSCM

Dynamics 365 CE

Website support

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 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 . S implify . M ove at pace

Seek the story - Listen . Understand. Speak up

Do what matters - Focus on value

Our principles unite us in delivering our Data & Destinations strategy with more simplicity, more clarity, and renewed momentum for each other and for our customers .

They're here to create more good days , and fewer harder ones but only if each one of us plays our part .

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