Service Manager

Sopra Steria; Southampton; Hybrid; GBP 42,000 - 50,000; Full time

Job summary

A leading digital services company is seeking an experienced Service Manager to oversee high-quality Employment Services delivery, focusing on compliance and customer satisfaction. This hybrid role, based in Southampton or Sheffield, involves managing service performance, enhancing client relationships, and driving revenue growth through upselling. Candidates should have solid experience in service management, excellent communication skills, and a strong understanding of the NHS sector. Competitive benefits include a bonus, car allowance, and flexible working arrangements.

Benefits

10% Bonus

£5,400 car allowance

25 days annual leave

Private medical

Life assurance

Pension

Flexible benefits fund

Qualifications

• Experience in service and contract management within similar industries.
• Knowledge of shared services such as Payroll and Pensions.
• Experience in driving account growth and enhancing client relationships.

Responsibilities

• Oversee service performance against SLAs and commitments.
• Proactively resolve service issues and ensure preventative measures.
• Develop annual account plans aligned with business priorities.
• Identify and implement service improvement initiatives.
• Build strong client relationships as a trusted partner.
• Drive revenue growth through upselling and service opportunities.

Skills

Service & contract management experience

Knowledge of shared service delivery

Familiarity with the NHS sector

Sales and account growth experience

Understanding of contract law

Ability to implement service improvements

Excellent communication skills

Strong organisational skills

Ability to work independently

Proficiency in CRM software

Tools

CRM software

Microsoft Office suite

Contract Management Tools

Job description

Are you passionate about delivering exceptional service and building strong client partnerships?

We’re looking for an experienced Service Manager to lead the delivery of high-quality Employment Services—ensuring compliance with contractual obligations and consistently exceeding customer expectations. This is your chance to make a real impact within the NHS by shaping service delivery and strengthening client relationships. In this pivotal role, you’ll drive service excellence and uncover opportunities for growth within our existing client base. If you thrive on collaboration, enhancing customer satisfaction, and contributing to the success of NHS SBS, we’d love to hear from you!

This is a service management role focused on Employment Services, not IT service delivery. Your expertise will be in managing and enhancing business services that directly support our clients and their people, rather than technical or IT support.

This role is hybrid, based from our Sheffield or Southampton office (1 day per week), with the remainder worked from home. Occasional travel between offices and client sites may be required.

What you’ll be doing:

• Oversee service performance, monitoring against SLAs and contractual commitments to make sure standards are met and exceeded.
• Proactively resolve service issues and complaints, addressing root causes and implementing preventative measures.
• Develop and maintain annual account plans aligned with operational priorities.
• Identify and implement service improvement initiatives to enhance client experience.
• Build and maintain strong, positive relationships with clients, acting as a trusted partner.
• Understand client needs and promote NHS SBS services to support their goals.
• Drive revenue growth through upselling, cross-selling, and professional service opportunities.
• Make sure smooth transition of new or changed services into business-as-usual operations with minimal disruption.

What you’ll bring:

• Service & contract management experience, preferably in a similar industry.
• Knowledge of shared service delivery (e.g. Payroll, Pensions).
• Familiarity with the NHS sector and how it operates.
• Sales and on account growth experience.
• Strong understanding of contract law, negotiation techniques and contract management processes.
• Ability to identify & implement service improvements.
• Excellent communication skills, both written and verbal, with the ability to build relationships and influence collaborators at all levels.
• Detail orientated with strong organisational and time management skills.
• Ability to work independently and collaboratively in a dynamic and goal‑oriented environment.
• Proficiency in CRM software, Microsoft Office suite and Contract Management Tools.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type:Full-time, Permanent.
Location:Hybrid - Southampton or Sheffield.
Security Clearance Level:DBS.
Internal Recruiter:Becky.
Salary: up to £50kpa DOE
Benefits:10% Bonus, £5,400 car allowance, 25 days annual leave with the option to buy extra days, private medical, life assurance, pension, and generous flexible benefits fund.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

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

NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting‑edge technologies and our teams’ expertise, in‑depth understanding of the NHS, and commitment to service excellence.
We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level.
Would you like to join us on our journey?