Service Manager

Responsibilities

• Client and Service Management
• Serve as the primary operational contact for client stakeholders, ensuring clear and timely communication.
• Monitor and manage delivery against SLAs, KPIs, and contractual commitments.
• Conduct regular client calls, governance reviews, and reporting sessions.
• Own the P1/P2 escalation, produce all required incident reports and maintain the incident log
• Analyse call data monthly to identify trends, repeat issues, and systemic platform risks
• Track and resolve client escalations, ensuring root-cause analysis and prevention plans.
• Operational Performance
• Own the full KPI measurement and reporting cycle across all contractual KPIs; produce the monthly Board report pack including performance dashboards, RAG commentary, trend analysis, and financial MI
• Maintain the platform risk registers; track service credit events and escalate threshold risks to the AD's in advance of client reviews
• Track patch compliance SLAs (Critical = 1 week, High = 30 days); maintain the software component and security catalogue; coordinate the annual NCSC CHECK penetration test and Cyber Essentials Plus recertification
• Coordinate adaptive and corrective maintenance scheduling with the Delivery Manager and Lead Architect, ensuring platform obligations are visible and on track
• Analyse service data and trends to identify risks, gaps, and improvement opportunities.
• Support forecasting, capacity planning, and resource allocation
• People Leadership
• Lead, coach, and motivate technical teams to ensure service management is embedded from requirements, through design and onto delivery
• Continuous Improvement & Compliance
• Drive process improvement initiatives, standardisation, and best practice sharing across the operation.
• Support automation and digital enablement activities.
• Ensure compliance with client requirements, internal policies, data security, and regulatory standards.
• Personal skills and experience
• Applies ITIL incident, problem, and change management rigorously. Ensures the Service Desk operates to contractual SLAs at all times. Distinguishes reactive incident resolution from proactive problem management
• Comfortable within a formal government contract structure. Understands KPI frameworks, service credit regimes, and reporting obligations. Produces board-quality MI. Contributes confidently at Contract Board meetings
• Rapid, structured incident responder. Manages contractual escalation timelines with precision. Produces clear, factual incident reports that satisfy internal and government client governance requirements
• Turns platform performance data into accurate, concise Contract Board reports. Identifies KPI risks before they become service credit events. Comfortable with dashboards, trend analysis, and incident pattern recognition
• Clear, professional communicator in formal governance settings. Manages client expectations during incidents calmly and accurately. Writes reports that stand alone without verbal explanation
• Proactively identifies service improvement opportunities. Challenges legacy processes. Introduces changes that reduce risk, improve response times, o

Additional Information

IT Service Manager Salary: £65,000 per annum, plus company benefits Location: Norwich NR7 Contract: Full Time, Permanent Shifts: 37.5 hours per week, Monday - Friday, 9am until 5:30pm with 1 hours unpaid lunch break Work model: Hybrid Williams Lea seeks a Service Manager to lead our team! Williams Lea is the leading global provider of tech-enabled business and marketing services helping clients manage and transform processes through resilient, scalable 24/7 operations. We combine deep expertise, agentic AI-imbedded workflows, and a global delivery model into a tech-enabled, seamless human expert-in-the-loop experience that helps clients achieve superior business outcomes. Built on a strong heritage and great client relationships, we harness deep industry expertise, emerging technology and our global "Optishore™" delivery model to plan, build, execute and measure business processes, driving operational agility and digital transformation at speed and scale. Williams Lea, an RRD company, serves clients in 20 countries across four continents and has 15,000 employees worldwide. Purpose of role This is a technology platform service management role, responsible for the day-to-day service management processes and the broader service management strategy for the business. The postholder is responsible for all ITIL based policies and process, owning the KPI reporting cycle, governs incident response, and produces the management information. Overall aims: All contractual KPIs met or exceeded, service credit exposure minimised End-to-end incident management owned, from triage to incident report sign-off Monthly Contract Board MI produced accurately and on time Continuous improvement in service quality, process efficiency, and security compliance Focused on client satisfaction and reduced escalations and improved root-cause outcomes

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