Service Manager

Opus Recruitment Solutions; Newcastle upon Tyne; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Opus Recruitment Solutions in Newcastle is seeking an experienced Service Manager for a 12-month fixed-term contract. The role will own service delivery for high-profile clients, manage key relationships, and lead multidisciplinary teams in a hybrid Newcastle-based setting.

You will drive improvements, handle major incidents, and explore SoW opportunities with a focus on ITIL-driven delivery and the practical application of AI tools to boost productivity and client value.

Qualifications

• Proven experience in a Service Manager or service delivery leadership role.
• Strong ITIL-aligned IT service management knowledge.
• Experience leading cross-functional teams at scale.
• Ability to translate technical concepts into business outcomes.
• Excellent stakeholder management and client engagement.
• Experience handling major incidents and escalations.
• Commercial awareness with the ability to identify growth opportunities.
• Experience using AI tools to improve operations.

Responsibilities

• Primary contact for service delivery activities and client engagement.
• Develop a deep understanding of client business needs and align service delivery accordingly.
• Translate technical concepts into clear business-focused communication for stakeholders.
• Manage significant service issues, escalations, and incidents while maintaining client relationships.
• Lead and motivate multidisciplinary teams to achieve service objectives and operational excellence.
• Plan and oversee short, medium, and long-term service improvement initiatives.
• Drive continuous service improvement and operational efficiency across the account.
• Facilitate commercial conversations with clients, identifying opportunities to expand existing services and SoW.
• Ensure services are delivered in line with SLAs, governance and contractual obligations.
• Promote the adoption and practical use of AI tools to enhance productivity.

Skills

Service management

ITIL delivery

Stakeholder management

Cross-functional leadership

Client engagement

Incident management

Strategic planning

Commercial awareness

AI tools usage

Job description

Role: Service Manager

Type: Fixed Term Contract

Location: Newcastle (Hybrid 3 days onsite)

Duration: 12 months

Clearance Required: SC Eligible

About the Role

We are seeking an experienced and commercially minded Service Manager to join a growing team delivering critical services for high-profile clients. This is an excellent opportunity to take ownership of service delivery, manage key client relationships, lead multidisciplinary teams, and help drive continuous improvement across a complex operational environment.

Based in Newcastle, this hybrid position offers the opportunity to work closely with clients, technical teams, and senior stakeholders while contributing to both operational success and future business growth.

Relocation candidates are strongly encouraged to apply.

Key Responsibilities

• Act as the primary point of contact for service delivery activities and client engagement.
• Develop a deep understanding of client business needs and align service delivery accordingly.
• Translate technical concepts and information into clear business-focused communication for stakeholders.
• Manage significant service issues, escalations, and incidents while maintaining strong client relationships.
• Lead and motivate multidisciplinary teams to achieve service objectives and operational excellence.
• Plan and oversee short, medium, and long-term service improvement initiatives.
• Drive continuous service improvement and operational efficiency across the account.
• Facilitate commercial conversations with clients, identifying opportunities to expand existing services and Statements of Work (SoW).
• Ensure services are delivered in line with agreed service levels, governance frameworks, and contractual obligations.
• Promote the adoption and practical application of AI tools to enhance team productivity and deliver additional value to clients.

Essential Skills & Experience

• Proven experience in a Service Manager or similar service delivery leadership role.
• Strong understanding of IT service management principles and ITIL-aligned delivery practices.
• Experience managing services at scale and leading cross-functional teams.
• Ability to understand technical solutions and translate them into business outcomes.
• Excellent stakeholder management and client engagement skills.
• Demonstrated experience handling major incidents, escalations, and service challenges.
• Strong organisational and planning capabilities with experience delivering against strategic objectives.
• Commercial awareness with the ability to identify and develop growth opportunities within existing client accounts.
• Service-oriented mindset with a collaborative and professional approach.
• Experience using AI tools in day-to-day operations and an understanding of how AI can create value for clients.

Desirable

• ITIL certification.
• Experience working within public sector or government environments.
• Knowledge of service transition, continual service improvement, and governance frameworks.

Security Clearance

Due to the nature of the work, applicants must be eligible to obtain UK Government Security Clearance.