Job Title: Service Manager
Job Summary
The Service Manager is responsible for the end-to-end management, performance, and continuous improvement of one or more services. This role ensures services are delivered in line with agreed service levels, customer expectations, and business objectives, while maintaining high standards of quality, reliability, and customer satisfaction.
The Service Manager acts as the primary point of accountability for service delivery, coordinating across technical teams, suppliers, and stakeholders.
Key Responsibilities
Service Delivery & Performance
Own the end-to-end lifecycle of assigned services
Ensure services meet agreed SLAs, KPIs, and performance targets
Monitor service health, availability, and reliability
Manage service reporting, dashboards, and performance reviews
Incident, Problem & Change Management
Lead and oversee major incidents and service outages
Ensure effective root cause analysis and problem management
Coordinate and approve changes impacting live services
Drive reduction in incidents and service disruptions
Stakeholder & Customer Management
Act as the primary service contact for customers and stakeholders
Manage service review meetings and communications
Handle service escalations and customer concerns
Ensure clear communication during incidents and planned changes
Continuous Improvement & Governance
Identify and implement service improvement initiatives
Drive service maturity using ITIL best practices
Ensure services comply with governance, risk, and compliance requirements
Maintain service documentation, runbooks, and operational procedures
Supplier & Financial Management
Manage third-party suppliers and service partners
Track service costs, budgets, and consumption where applicable
Ensure supplier performance meets contractual obligations
Support contract renewals and service reviews
Required Skills & Experience
Service Management Skills
Strong understanding of IT service management principles (ITIL)
Experience managing live services in a production environment
Proven ability to manage incidents, problems, and changes
Experience defining and managing SLAs and KPIs
Professional Experience
5+ years' experience in service delivery or service management roles (adjustable by seniority)
Experience working in enterprise, public sector, or managed service environments
Experience coordinating cross-functional technical teams
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
