Service Manager - SC Cleared
£60,000 - £85,000 | Remote / Hybrid | Start date: 1st April
Employment type: FTE / FTC

We're looking for an experienced Service Manager to take full ownership of Managed Services across key client accounts in secure, cloud-native environments. You'll be accountable for service performance, governance and continual improvement in modern, DevOps-enabled platforms.

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  Own Managed Service performance, contractual compliance and client outcomes

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  Design and manage SLAs, KPIs and OLAs in cloud-based environments

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  Lead service governance forums and regular Service Reviews

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  Act as primary escalation point for service risks, issues and major incidents

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  Monitor and report on operational and DevOps metrics (availability, change success, deployment frequency, MTTR)

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  Ensure effective service controls within CI/CD and agile delivery models

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  Drive structured Continual Service Improvement initiatives

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  Translate technical performance into clear business impact for senior stakeholders

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  Oversee Incident, Problem and Change Management, including RCA and communications

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  Work closely with cloud, platform and DevOps teams to ensure resilience and stability

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  Proven experience as a Service Manager with end-to-end service accountability

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  Strong track record designing and managing SLAs in cloud environments (Azure experience ideal)

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  Experience operating within DevOps / CI/CD-driven delivery models

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  Solid ITIL knowledge (v4 preferred)

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  Confident running governance boards and Service Reviews

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  Understanding of:

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    Cloud infrastructure (Azure preferred)

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    DevOps operating models and CI/CD pipelines

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    Infrastructure-as-Code principles

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    Observability, reliability and service health metrics

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  Commercially aware, outcome-focused and data-driven

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  Able to work effectively with both technical teams and senior business stakeholders

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  Calm under pressure and comfortable in fast-moving cloud environments

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