Service Manager

Opus Recruitment Solutions; North East; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Opus Recruitment Solutions is seeking an experienced Service Manager for a 12-month fixed-term contract in Newcastle. The hybrid role combines on-site collaboration with remote coordination, leading client engagements and cross-functional teams to drive service delivery excellence.

You will manage significant incidents, align services with client objectives, and drive continuous improvement while exploring opportunities to grow existing SoWs.

Qualifications

• Proven experience in a Service Manager or similar leadership role.
• Strong understanding of IT service management principles and ITIL-aligned delivery.

Responsibilities

• Act as the primary point of contact for service delivery activities and client engagement.
• Develop understanding of client needs and align service delivery accordingly.
• Translate technical concepts into business-focused communication for stakeholders.
• Manage major incidents, escalations, and service challenges.
• Lead 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 and identify growth opportunities within SoWs.
• Ensure services meet agreed SLAs, governance and contractual obligations.
• Promote AI tool adoption to enhance team productivity and client value.

Skills

Service delivery leadership

IT service management

ITIL practices

Stakeholder management

Cross-functional leadership

Incident management

Planning & organisation

Commercial awareness

AI in operations

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.

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.