Service Manager

Sopra Steria Ltd; Hemel Hempstead; On-site; GBP 59,000 - 72,000; Full time

Benefits offered by this job

£5,400 car allowance

25 days annual leave

Private medical

Life assurance

Pension

Generous flexible benefits fund

Job summary

Sopra Steria Ltd seeks a Service Manager to lead delivery and improvements for Defence clients. This full-time, on-site role in Hemel Hempstead requires current DV clearance and strong ITIL background.

You will manage services across IT, applications, and infrastructure, ensuring cost, risk, quality and performance targets are met. Join a team focused on collaboration, accountability and client engagement, driving service maturity and transformation initiatives while maintaining strong partner

Qualifications

• Active DV clearance is required.
• Proven experience in IT service delivery with SLAs and KPIs.
• Understanding of Defence sector requirements and secure service operations.
• ITIL qualification or equivalent professional accreditation.
• Assertive, pragmatic leadership with ownership mindset.
• Ability to drive service improvements and accountability.

Responsibilities

• Lead delivery and lifecycle management of secure Defence services.
• Be the primary client liaison for engagement, reporting and feedback.
• Ensure services meet SLAs, KPIs and compliance requirements.
• Onboard/offboard services and clients as needed.
• Drive continuous improvement and service maturity initiatives.
• Collaborate with internal teams on major incidents and changes.

Skills

Active DV clearance

IT service delivery

SLA/KPI management

Defence sector knowledge

ITIL certification

Leadership & accountability

Job description

Could you be the driving force behind secure service excellence?

We’re looking for a passionate and pragmaticService Managerto lead the delivery and continual improvement of services for our Defence clients. This position is full-time onsite at Hemel Hempstead and requirescurrent active DV clearance.

You’ll join a collaborative, forward-thinking team that values innovation, accountability and strong partner relationships. This role is pivotal in ensuring our services meet ITIL standards while supporting Sopra Steria’s strategic goals. You’ll also play a key part in transformation initiatives and client engagement.

As a Service Manager, you will own and deliver medium-scale services or take responsibility for part of a large service under the direction of a senior delivery manager, meeting client and Sopra Steria cost, risk, quality and service performance targets. You will proactively manage service delivery to contribute to Sopra Steria’s business performance, productivity, account profitability, sustainability and growth. These services typically include systems, applications, technical infrastructure, business processes and IT service provision, using multiple delivery channels.

This role is full time on site in Hemel and some out of hours work may be required on occasion.

What you'll be doing:

• Lead the delivery and lifecycle management of secure services for Defence clients.
• Act as the primary point of contact for client engagement, reporting and feedback.
• Ensure services meet agreed SLAs, KPIs and compliance requirements.
• Support onboarding and offboarding of services and clients.
• Drive continuous improvement initiatives and service maturity uplift.
• Collaborate with internal teams to support major incidents and service changes.

What you’ll bring:

• Current active DV clearance.
• Proven experience in IT service delivery and managing SLAs and KPIs.
• Strong understanding of Defence sector requirements and secure service operations.
• Professional qualification such as ITIL.
• Assertive and pragmatic leadership skills.
• Ability to take accountability and ownership for delivering good service.

It would be great if you had:

• Experience in contract and budget management.
• Membership of a recognised professional IT body.

Employment Type:Full-time Permanent.

Location:Full time onsite Hemel Hempstead

Security Clearance Level:Live Active DV clearance must already be in place.

Salary:Upto £65,000 Depending on experience.

Benefits:£5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We havepartnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us knowwhen completingyour application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.