Service Manager

Salary to £60,000

London - on site

Must be eligible for DV clearance

We are looking for a proactive and strategic Service Manager to join our team. This role is focused on managing configuration items, ensuring service compliance, and mitigating risks, while driving continuous improvement in processes and team performance. You will lead investigative work, analyse complex situations, and provide actionable recommendations to enhance operational efficiency and deliver exceptional user outcomes. The ideal candidate will have a strong understanding of both technical and user-focused strategies, and the ability to influence stakeholders and build long-term relationships.

Key Responsibilities

- Oversee the management of configuration items and related information to ensure service compliance and risk mitigation.
- Lead investigations into existing processes, identifying problems, opportunities, and areas for improvement.
- Collect information, analyse conflicting data, and develop well-rounded recommendations to improve workflows and processes.
- Lead and develop a team of experts to ensure service improvements are delivered effectively.
- Work on the evaluation of requirements for change implementation, setting policy and standards for the team.
- Take accountability for issues, proactively identifying potential problems and finding solutions before they escalate.
- Drive efforts to achieve excellent outcomes for users by focusing on user needs and championing user research

Key Requirements

- Experience in service improvement or related roles, with a strong focus on process optimisation and user outcomes.
- Ability to lead and inspire a team of experts to drive change and improve service delivery.
- Strong analytically and problem-solving skills, with the ability to absorb complex information and translate it into actionable solutions.
- Demonstrated ability to influence stakeholders at all levels and build long-term, strategic relationships.
- Knowledge of user research methodologies and an understanding of the distinction between user needs and user desires.
- Experience in setting and maintaining policies and standards in a service-oriented environment.
- Strong communication skills with the ability to explain complex concepts to both technical and non-technical stakeholders.