Service Manager

AWE plc; Old Warren; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

9-day fortnight

270 hours annual leave

Pension scheme

Family leave policies

Development funding

Employee assistance

Job summary

AWE plc is seeking a Senior Service Manager to oversee IT service delivery across the organisation. You will liaise between technical teams and business units to drive service excellence and operational efficiency.

You will ensure services meet SLAs and KPIs, monitor performance, and lead incident, problem, and change management while guiding a high-performing team. Overseas travel may be required as part of stakeholder engagement and project delivery.

Qualifications

• Experience implementing and managing IT services across complex environments.
• Strong understanding of ITIL processes and service management.
• Proven ability to lead teams and coordinate with stakeholders at all levels.

Responsibilities

• Oversee IT service delivery and drive continuous improvement.
• Ensure services meet SLAs, KPIs, and customer expectations.
• Monitor service performance and initiate corrective actions.
• Lead relationships with senior stakeholders and business units.
• Manage major incidents and conduct root-cause analysis.
• Drive change, release, and problem management to reduce disruption.

Skills

ITIL processes

Stakeholder management

Leadership

Incident management

Problem management

Change management

Service reporting

Risk management

Communication skills

Travel willingness

Education

Information technology degree

OT/Industrial tech background

ITIL/service management certification

Tools

ITSM tooling

Monitoring dashboards

Incident tracking system

Job description

Responsibilities

• The Senior Service Manager is responsible for overseeing the delivery and continuous improvement of IT services across the organisation. The Senior Service Manager acts as a key liaison between technical teams and business units, driving service excellence and operational efficiency.,
• Ensure IT services are delivered in line with agreed SLAs, KPIs, and customer expectations.
• Monitor and report on service performance, identifying trends and implementing corrective actions.
• Act as the primary point of contact for senior stakeholders regarding service-related matters.
• Build and maintain strong relationships with business units to understand their needs and ensure service alignment.
• Oversee the resolution of major incidents and ensure root cause analysis is completed.
• Drive problem management processes to reduce recurring issues and improve service stability.
• Ensure changes are assessed, approved, and implemented with minimal disruption to services.
• Collaborate with technical teams to manage releases and deployments effectively.
• Identify opportunities to enhance service quality, efficiency, and customer satisfaction.
• Lead service improvement initiatives and track their impact.
• Manage and mentor service management staff, fostering a high-performance culture.
• Ensure the team is equipped with the skills and tools needed to deliver excellent service.
• Ensure services comply with internal policies, regulatory requirements, and security standards.
• Proactively manage service risks and escalates where appropriate.
• Support budgeting and cost control for service delivery functions.
• Monitor service-related expenditures and contribute to financial planning.
• Produce regular service reports for senior leadership and governance forums.
• Communicate service status, risks, and improvement plans clearly and effectively.
• Consistently uphold and advocate for exemplary standards in environmental stewardship, safety, health, security, and quality, while fostering a collaborative and high-performing team culture.
• Strong understanding of relevant industry regulations (e.g., GDPR, ISO 27001, data protection regulations).
• Ability to manage and mitigate risks associated with service delivery.
• Relevant certifications in service management or operational technology.
• Further education in relevant fields i.e. Information technology - or equivalent experience.
• Proven experience in managing OT and Communications services.
• Practical experience in incident, problem, and change management.
• Experience with service reporting, risk management, and operational compliance.
• Strong leadership and team management skills in service-oriented environments.
• Excellent communication skills, with the ability to engage stakeholders at all levels.
• Strong problem-solving skills, able to manage incidents and service disruptions effectively.
• Proficiency in service performance management and reporting.
• Solid understanding of ITIL processes (incident, problem, change management).
• Ability to manage service performance, KPIs, and SLAs.
• Willing to undertake overseas travel.

Work hard, be rewarded

We ask a lot and set the bar high because our work truly matters.

Benefits

In return we offer balance, with award winning benefits including

• Package: Starting from £50,060p.a (depending on your suitability, qualifications, and level of experience),
• 9-day working fortnight - meaning you get every other Friday off work, in addition to 270 hours of annual leave.
• Market leading contributory pension scheme (we will pay between 9% and 13% of your pensionable pay depending on your contributions).
• Family friendly policies: Maternity Leave - 39 Weeks Full Pay and Paternity Leave - 4 Weeks Full Pay.
• Opportunities for Professional Career Development including funding for annual membership of a relevant professional body.
• Employee Assistance Programme and Occupational Health Services.
• Life Assurance (4 x annual salary).
• Discounts - access to savings on a wide range of everyday spending.
• Special Leave Policy including paid time off for volunteering, public service (including reserve forces) and caring.