Senior Service Manager

We're looking for an experienced Senior Service Manager to join a leading organisation and take ownership of a portfolio of critical enterprise Platform Services, spanning cloud infrastructure, identity and access management, API and integration platforms, monitoring, observability and other shared technology capabilities.

This is a senior role offering the opportunity to take ownership of a complex, business-critical technology environment and work across cloud, infrastructure, architecture, suppliers and internal technology teams to ensure services are secure, resilient and reliable.

The role

You'll be the key point of accountability for Platform Services, providing strategic and operational service management across a complex multi-supplier environment.

Your responsibilities will include:

• Owning service governance, service models, SLAs, KPIs and continuous improvement.
• Overseeing the operational performance, availability, capacity and resilience of platform services.
• Leading Major Incident and Problem Management, coordinating technical teams and multiple suppliers.
• Managing strategic relationships with cloud, infrastructure and technology partners.
• Providing service management oversight of change, release and operational readiness.
• Leading service continuity, disaster recovery and resilience activities.
• Identifying and mitigating operational risks before they impact critical services.
• Working closely with senior stakeholders, Product, Architecture, Cyber Security and technology teams to drive service maturity.

About you

We're looking for an experienced Service Manager who has operated within complex, enterprise-scale technology environments and is comfortable managing both technical and commercial stakeholders.

You'll ideally have:

• Experience managing cloud-hosted and enterprise technology services.
• Knowledge of Azure and/or AWS, infrastructure, IAM, APIs/integration and monitoring/observability.
• Proven experience managing major incidents, problems and operational risk.
• Experience managing multiple technology suppliers.
• Excellent stakeholder management and communication skills.
• Experience working within a 24x7 operational environment.

ITIL v4, SRE, platform engineering, regulated environments or critical infrastructure experience would be advantageous.

This is an opportunity to take ownership of a highly critical technology environment, working across modern cloud and platform services while driving resilience, reliability and continuous improvement.

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