Service Manager

We're looking for a proactive and service-focused Service Manager to help deliver and support critical digital services at Royal Mail. You'll play a key role in a product-led, cloud-first environment, working across web, mobile, and Azure platforms. This is a hands-on role with real ownership, where you'll collaborate with Product Owners, Engineering teams, and suppliers to ensure services are reliable, resilient, and continuously improving. This is an opportunity to shape how services are delivered, supported, and evolved, supporting systems used by millions of customers every day. What You'll Be Doing Own and Drive Service Delivery

• Own end-to-end delivery of IT services within your portfolio
• Ensure services are stable, high-performing, and continuously improving
• Build strong relationships with business stakeholders, product teams, and suppliers
• Monitor service performance and ensure alignment with service level agreements
• Ensure all changes are assessed and managed in line with change processes
Lead When It Matters Most
• Take ownership of major and high-priority incidents
• Drive investigation, diagnosis, and resolution activities
• Ensure clear communication of business impact and recovery progress
• Produce high-quality root cause analysis and implement preventative actions
• Participate in the out-of-hours duty management rota
Drive Service Improvement
• Identify opportunities to improve service performance, efficiency, and reliability
• Lead and deliver service improvement plans end-to-end
• Work with suppliers and internal teams to achieve measurable outcomes
• Manage supplier performance through regular service reviews and action tracking
Work in a Modern Product Environment
• Collaborate with Product Owners, Engineering, and Delivery teams
• Operate within Agile and DevOps ways of working
• Support continuous delivery while maintaining service stability
• Ensure new and changed services are designed for operational readiness
• Own Early Life Support for services transitioning into live use
Support Cloud and Digital Services
• Support digital platforms across web and mobile applications
• Work within cloud-first environments, particularly Microsoft Azure
• Ensure services are designed with scalability, resilience, and monitoring in place
• Maintain accurate service, configuration, and asset data
Ensure Governance and Control
• Support service models, service acceptance criteria, and operational documentation
• Identify and manage service risks across your portfolio
• Review and validate service level agreements to ensure they meet business needs
• Support governance processes, including contract changes and CMDB accuracy
  
  Proven experience in IT Service Management within an ITIL-aligned environment
• Strong analytical and problem-solving skills
• Confident communicator with the ability to influence and build relationships
• Experience managing suppliers and driving service performance
• Ability to work closely with technical and engineering teams
• Experience of Agile, DevOps, and product-based delivery models
• Understanding of digital platforms, including web and mobile services
• Awareness of cloud technologies, particularly Microsoft Azure
• A proactive, ownership-driven mindset with a focus on delivery
  
  Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.
• Supportive and generous company sick pay
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.
Next Steps The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.