The Service Manager role is as much about leadership as it is delivery. You will be responsible for leading and working collaboratively with a multidisciplinary team, focused on meeting our service user needs.

• Lead the Intelligent client Function (ICF) for the Cabinet office, building capability and skills across the team as well as managing and coordinating resources to deliver excellent service management.
• Line Management of 2 SEOs.
• Managing the service against agreed SLAs and KPIs as defined within the contract ensuring service outcomes deliver business benefits.
• Be the single point of contact for service escalations and own the relationship with the framework authority, attending and contributing to associated service governance.
• Oversee key service management processes, such as the change and incident management process for Cabinet Office as well as associated governance boards.
• Lead the budget management including forecasting and assurance activity for the service ensuring value for money for the department.
• Reviewing and managing relevant risk management, contract management and business continuity procedures appropriately to ensure that delivery of service is assured.
• Lead investigative work into problems with and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements.
• Analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team to deliver service improvements aligned to the delivery status of the programme.
• Take accountability of issues that occur and be proactive in searching for potential problems.
• Influence stakeholders and manage relationships effectively, building long-term strategic relationships. Facilitate and deliver business outcomes.

The successful candidate will have:

• Previous Service Management experience, including understanding and exposure of the ITIL Service Management Framework to deliver a quality service and continuous improvement.
• Experience in successfully managing service compliance and high level risks that impact on delivery.
• Experience of working in a Shared Service environment and an understanding of ERP systems.
• Experience of communicating complex concepts in a straightforward way to influence senior stakeholders and customers.
• Experience of managing a financial budget.
• Ability to build strong relationships across a diverse range of stakeholders and services.
• Excellent analytical skills, critical thinking and advanced data analysis to get to the root cause of the business issue.

Desirable

• ITiL certified.
• Experience of Oracle E Business suite and/or Workday.
• Working knowledge of Central government and shared services.
• Contract management accreditation.