Senior Technology Service Manager

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

Benefits offered by this job

Hybrid working options

Competitive pension

28 days annual leave + bank holidays

Learning and development support

Job summary

Ordnance Survey, the UK’s national mapping service, invites applications for a Senior Technology Service Manager in Southampton. You will lead Service Management for Business Systems, Positioning and Applying services, overseeing Incident, Problem, Change & Release Management and driving KPIs to meet customer expectations.

You will ensure compliance with ITIL practices and security standards, maintain DR readiness, and manage risks while coordinating with internal teams and external suppliers in

Qualifications

• Proven track record in Technology Service Management at a senior level.
• Knowledge of ITIL processes and service management disciplines.

Responsibilities

• Lead on Service Management practices and drive performance against KPIs.
• Oversee Incident, Problem, Change & Release Management processes.
• Define and agree KPIs/OLAs with stakeholders and monitor service delivery.
• Ensure robust monitoring, security compliance and DR readiness.
• Coordinate service reviews with internal teams and suppliers.

Skills

Agile Principles

Analytical Thinking

Azure Devops

Coaching

Communication

Finance

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)

SLA Compliance

SLA Management

Job description

## Senior Technology Service ManagerApply: Hybrid: Southampton, United Kingdom: Full time: Posted Today: JR003036**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 escalate 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 valueOur 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.**How to Apply*** Please submit your CV and Covering letter to support the above criteria**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}