Service Care is proud to assist CTP in recruiting a highly skilled and dedicated Business Service Manager. This role requires live DV clearance and is integral to the ongoing delivery of critical service level agreements. If you are passionate about service management and thrive in a challenging environment, we invite you to apply.
Position: Service Manager
Location: Hybrid (3 days a week onsite)
Vetting Level: Live Developed Vetting
Job Summary:
To support the ongoing delivery of authority service level agreements, working with internal functions and third-party suppliers and vendors, ensuring that they are met. Responsible for ensuring that all IT service management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Monitoring and managing services by producing effective management intelligence reports; tracking service levels, holding regular service reviews with stakeholders, and liaising with customers and users to identify further opportunities for improvements.
Key Tasks:
Supplier Performance Management:
- Management of commercial supplier performance, ensuring that they are held to account for delivering services to agreed levels and quality.
- Assessing service performance information; assessing supplier responsiveness and quality of work in dealing with service problems and issues.
- Resolving the actions from any formal supplier performance management meetings and keeping business stakeholders informed.
- Advising and contributing on the building of accurate and comprehensive service reporting, in collaboration with ICT and the supplier.
- Reviewing and managing service risks highlighted from supplier management and user experience of the service.
Business and User Engagement and Communications:
- Engaging with the senior service stakeholders and the user community to understand operational demands of the service.
- Negotiating plans and schedules with stakeholders for service downtime for maintenance or outages for any fixes of problems, ensuring that these are aligned with business and user needs.
- Leading on communications to the user community about plans for improvements to the products.
- Acting as the first point of contact for senior management/service owner in the event of a major business service outage.
Service Improvement and Development:
- Work with stakeholders to understand, prioritise, and document evolving and changing service requirements on a periodic basis.
- Work with stakeholders to secure costed options for meeting those requirements and processing this demand for changes or improvements into the CTP business governance process.
- Commission ICT/suppliers to implement improvements and changes that CTP has approved and is prepared to fund.
Essential Experience:
- Experience in roles involving service management of high-priority digital or technology services in a demanding operational environment.
- Experience of building and maintaining relationships with a range of business users and senior stakeholders in the context of service management of live IT services.
- Experience of being in roles where you have been self-led and operated independently and had to plan and prioritise tasks in a busy environment.
Please contact Lewis at or email with your CV and details of current vetting level.