Service Manager

Simplex Services Pvt Ltd.; United Kingdom; Remote; GBP 55,000 - 85,000; Full time

Job summary

Simplex Services is seeking an experienced Service Manager to oversee IT and business service delivery from its Brighton-based team. You will ensure SLAs are met, policies are followed, and services are delivered with high quality and efficiency.

You will lead service delivery teams, collaborate with clients and internal stakeholders, and monitor performance metrics to drive continuous improvement while managing risk and compliance.

Qualifications

• 7+ years in IT/service management with leadership experience.
• Hands-on ITIL knowledge and familiarity with service management tools.

Responsibilities

• Oversee service delivery aligning with SLAs and objectives.
• Engage stakeholders and coordinate cross-functional teams.
• Monitor KPIs, produce reports, and drive improvements.
• Lead continuous service improvement initiatives.
• Ensure compliance with policies, standards, and risk controls.

Skills

Leadership

Stakeholder management

Communication

Problem solving

Education

ITIL Certification

PMP/PRINCE2

Tools

ServiceNow

Jira Service Management

Job description

We are looking for an experienced Service Manager to oversee the delivery, quality, and efficiency of IT and business services within the organisation. The ideal candidate will manage service operations, establish and uphold service level agreements (SLAs), and lead teams to ensure consistent, high-quality service delivery that aligns with organisational goals.

Service Delivery Management

• Ensure seamless delivery of IT/business services in alignment with SLAs and organisational objectives.
• Develop and implement service delivery frameworks, policies, and procedures.
• Oversee incident, problem, and change management processes to minimise service disruptions

Stakeholder Engagement

• Act as the primary point of contact for clients and internal stakeholders regarding service performance and escalations.
• Collaborate with cross-functional teams to understand and address service requirements and feedback.

Performance Monitoring & Reporting

• Monitor and analyse service performance metrics to identify trends, root causes, and areas for improvement.
• Create detailed reports on service KPIs and SLAs for management and stakeholders.
• Manage, mentor, and develop service delivery teams, including service desk staff, technicians, and other support roles.
• Foster a culture of continuous improvement and customer focus within the team.

Process Improvement

• Identify opportunities to optimise service delivery processes and workflows.
• Lead initiatives to automate repetitive tasks, reduce costs, and enhance user experience.

Compliance and Risk Management

• Ensure services are delivered in compliance with relevant regulations, standards, and security policies.
• Mitigate risks by implementing robust service continuity and disaster recovery plans.

Required Skills and Qualifications:

Experience:

• 7+ years of experience in IT or service management roles, with at least 3 years in a leadership capacity.
• Hands-on experience with ITIL frameworks and service management tools (e.g., ServiceNow, Jira Service Management).

Technical Proficiency:

• Solid understanding of IT infrastructure, application support, and service desk operations.
• Familiarity with incident, problem, and change management processes.

Soft Skills:

• Exceptional communication and interpersonal skills to interact effectively with clients and teams.
• Strong problem-solving and decision-making abilities.
• Leadership skills with the ability to motivate and manage teams.

Preferred Qualifications:

• ITIL certification (e.g., ITIL Foundation, Practitioner, or Intermediate).
• Experience with Agile or DevOps methodologies.
• Project management certification (e.g., PMP, PRINCE2) is a plus.

Simplex Services provides IT consulting and implementation for businesses across industries to support and enable their digital transformation initiatives.

Simplex Services offer an exceptional platform to driven professionals to learn, innovate and deliver.

Our team members are supported through comprehensive training focused on delivering effective solutions and client assistance at every stage. Additionally, we offer opportunities to work within a multi-disciplinary environment.

35 Sussex Innovation Centre, Science Park Square, Falmer, Brighton BN1 9SB