Service Manager

We are in search of an experienced IT Service Manager for our Service Management and Delivery capability. The successful candidate will bring together their full understanding and experience of the ITIL (version 4 or version 3) framework to align service delivery with customer goals, improving efficiency and customer value and delivering to contractual requirements. Are you ready for your next challenge? Working with both internal and supplier stakeholders you will use your extensive Service Management experience to ensure the programme technology and IT services operate reliably, and efficiently, and are delivered within a customer-orientated Service culture. Reporting to the programme Service Delivery Manager and working as part of a small, fully skilled Service Management team. Your role and primary responsibilities:

• Contribute and lead on Service Performance Management reporting
• Chair monthly Performance Management governance with the customer and its Service Management partners
• Lead on Major Incident Management activities for all Major Incidents (MI) within the programmatic scope
• Creation and Input to MI reports
• Maintain and update Service Management process and procedure documentation, ensuring currency at all times
• Manage stakeholder communication and engagement, including with key customer suppliers
• Hands-on management of all core ITIL disciplines in scope of the programme
• Ensure effective flow of information between adjacent processes e.g. Changes to Incidents to Problems, where required
• Manage all key KPIs and SPIs and maintain SLA adherence throughout reporting period
• Present and relay, often complex, technical information to customer stakeholders in a straight-forward, digestible manner
• Act as escalation point to programme Service Delivery Manager (SDM) and deputise for SDM as and when required
• Identify and lead on Continual Service Improvement initiatives
• Chair governance forums across the applicable ITIL disciplines as required on the programme
• Ensure timely and detailed updates captured in ITSM toolsets as required for each process
• Work closely and interface with the customer's Service Management organisation and teams
• Foster a cohesive and motivated team across the Service Management functions to drive a positive experience for the customer
  
  Proven track record with a minimum of 5 years' experience in an IT Service Management/Service Delivery role
• Sound knowledge and experience working with ITSM tooling such as Service Now, JIRA ServiceDesk and BMC Remedy/Helix
• Familiarisation with software used for IT systems technologies
• Strong stakeholder management experience
• Experience managing complex, multi-party technical incidents and problems
• Experience of working within in a mixed BAU and project delivery environment
• Excellent analytical, organisational, and communication skills
• Self-Starter with ability to work with minimal supervision, Bachelor's degree or suitable experience working in a Service Delivery / Service Management environment
• Demonstrated ability to manage multiple priorities and work effectively in cross-functional teams
• Ideally with one or more ITIL v3 or v4 qualifications
• People Management experience
Security Clearence:
• Ability to gain Metropolitan Police Service NPPV2 security clearance (essential).
• Willingness to gain MOD DV (advantageous).
Location:
• Mobile worker - predominantly working from Home
• Expected to be in the Farnborough office 2 days per fortnight.
• Expected to attend Programme Increment planning 5 Days every 3 months in Leidos Office (Farnborough/Glasgow)
• Ability to attend customer location (Greater London) when needed. Typically, 2 days per month.
Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your CV with us today!

Leidos UK & EUROPE - we work to make the world safer, healthier, and more efficient through technology, engineering and science. Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation. What Makes Us Different: Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change. Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours. People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future. If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares., Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance. We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes: Contributory Pension Scheme Private Medical Insurance 33 days Annual Leave (including public and privilege holidays) Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme) Flexi-TIme Commitment to Diversity, Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .