Service Manager

Royal Mail Group; Sheffield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading postal service company in Sheffield is seeking a Service Manager to manage IT services delivery. This role involves strong relationship management with suppliers and stakeholders, incident management, and service improvements. The ideal candidate should have experience in Service Management and an ITIL qualification. The position offers a competitive salary and a hybrid working model.

Benefits

18% annual bonus potential

Healthcare

25 days annual leave plus bank holidays

Company pension scheme

Family friendly support

Supportive and generous company sick pay

Wellbeing services for employees and families

Qualifications

• Strong relationship management skills with the ability to influence across suppliers.
• Proven experience in Service Management and SLAs.
• Excellent analytical skills and communication abilities.
• Proactive ownership mindset and initiative.
• A track record of managing suppliers to successful outcomes.
• Ability to apply analytical thinking to deliver practical solutions.

Responsibilities

• Manage daily IT Services delivery adhering to Change Management.
• Coordinate resolution of High Priority Incidents.
• Support Major Incident Management and Root Cause Analysis.
• Lead Service Improvement Plans with suppliers.
• Run Supplier Monthly Service Reviews.
• Collaborate with suppliers to ensure operational readiness.

Skills

Relationship management skills

Service Management experience

Analytical skills

Communication abilities

ITIL experience

Supplier management

Analytical thinking

Education

ITIL qualification

Job description

Job reference 332750 – Service Manager

Competitive salary, healthcare, 18% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates. Permanent, Full time. Hybrid working Sheffield Pond Street x3 days a week in office.

About the role

As a Service Manager, you will take ownership of the day‑to‑day delivery of IT Services within your portfolio. You'll build strong relationships with customers, suppliers, and stakeholders, ensuring services are delivered in line with formal agreements. You'll play a key role in incident management, service improvement, and supplier governance, while supporting the introduction of new services into live operation.

Key Responsibilities

• Manage the daily delivery of IT Services, adhering to Royal Mail's Change Management process.
• Drive and coordinate resolution of High Priority Incidents, ensuring clear communication of business impact.
• Support Major Incident Management, including Root Cause Analysis and remediation activities.
• Perform out of hours duty manager responsibilities on a rota basis.
• Lead Service Improvement Plans, working with suppliers and internal teams to enhance efficiency.
• Run Supplier Monthly Service Reviews, ensuring accurate reporting and contractual compliance.
• Collaborate with suppliers and internal teams to ensure new services are operationally ready and seamlessly transitioned.
• Contribute to service requirements, acceptance criteria, and operational documentation.
• Support reviews of Service Level Agreements and Contract Change Notes.
• Ensure the CMDB and service risk registers are accurate and up to date.
• Embed a culture of collaboration across suppliers and internal teams, creating high performance virtual teams.

About you

We're looking for someone who brings:

• Strong relationship management skills with the ability to influence and collaborate across multiple suppliers.
• Proven experience in Service Management and managing Service Level Agreements.
• Excellent analytical skills and communication abilities.
• A proactive ownership mindset, with initiative and drive to deliver results.
• Experience working in an ITIL compliant environment (ITIL qualification required).
• A track record of managing suppliers to successful outcomes.
• Ability to apply analytical thinking to identify root causes and deliver practical solutions.

Why Join us?

• Be at the heart of Royal Mail's IT Service delivery, ensuring availability and resilience across critical systems.
• Work in a collaborative environment with exposure to senior stakeholders and suppliers.
• Play a key role in shaping service improvements and introducing new IT capabilities.
• Join a trusted organisation with a proud heritage and an exciting future in digital transformation.

Extra Benefits

Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.

Discounts and offers – more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.

Supportive and generous company sick pay.

Your Wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.

Next Steps

The next stage of the selection process will be a face-to-face/virtual interview consisting of competency based and role specific questions.

Trust is the foundation of Royal Mail / Parcelforce / RM Property and Facilities Solutions. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we'll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we'd love to hear from you.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: 4th December 2025. Please note, this advert may close early if the appropriate number of applications has been reached.

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