Location
Croydon

Hours
Full Time

Salary
£50,000 per annum

About the Role
Home Office Government Digital and Data designs, builds and develops services for the department and government, supporting millions of visa applications, border checks, passport applications and police checks annually. As a Senior Service Manager, you will engage with senior internal and external stakeholders and third-party suppliers, working with some of the most advanced IT skills and topics. You will manage national critical services, influence change within a large government organisation, and assure service delivery quality by collaborating with Service Architecture & Transition, Service Operations & Programme Portfolios.

Your responsibilities include ensuring the highest level of customer service from the Metis Live Services teams and suppliers, managing stakeholder expectations, communicating effectively across technical and non-technical audiences, maintaining awareness of projects and change programs, driving continuous improvement initiatives, representing customers in service readiness reviews, supporting Oracle Fusion ERP service delivery and stability, and leading incident and problem resolution calls.

You will also mentor junior service management staff, support collaboration and career development initiatives within IT Operations, and help build in-house capability through a professional community of practice.

Where business needs allow, this role may involve a combination of office and home-based working, with a minimum of 60% office presence expected.

Experience
- Strong background in IT Service Management
- Ability to lead and coordinate major incident and problem resolution across technical teams and business stakeholders
- Experience managing stakeholders at all levels and adapting communication styles accordingly
- Knowledge of commercial agreements and supplier management to deliver value
- Financial management skills to monitor service costs and highlight risks or opportunities
- For Senior Service Manager (Environments): Experience with Oracle Fusion environments and related toolsets such as Oracle Console, Jira, and ServiceNow
- For Senior Service Manager (Accessibility): Solid understanding of digital accessibility standards (WCAG) and experience coordinating remediation activities

About you
Passionate about Service Management with a proactive and adaptable approach. Comfortable working in a fast-paced environment and influencing change within a large organisation. Able to mentor junior colleagues and contribute to community and career development initiatives.

Qualifications
ITIL v3 or v4 Foundation is desirable but not essential and should not prevent application.