Service Manager

We're looking for an experienced Service Manager to join a leading organisation and take responsibility for the day-to-day operational management, governance and continual improvement of a high-profile AI-powered digital platform and chatbot.

This is a customer-facing service management role, working across technology teams, suppliers and multiple user organisations to ensure the platform remains stable, reliable, well supported and capable of scaling as adoption grows.

The role

You'll be the key operational point of contact for the service, taking ownership of service performance, incidents, requests, changes and continual improvement.

Your responsibilities will include:

• Managing the day-to-day operation and performance of the digital platform.
• Ensuring agreed SLAs, OLAs and service performance targets are consistently achieved.
• Coordinating incident, problem and request management, including escalations and root cause analysis.
• Managing relationships with technology suppliers, internal teams and service users.
• Developing scalable onboarding and support processes as new organisations and users are introduced.
• Providing service management oversight of platform changes, releases and new capabilities.
• Supporting the evaluation and introduction of new use cases and opportunities.
• Maintaining service continuity, disaster recovery and operational resilience.
• Identifying opportunities to improve service performance, user experience and adoption.
• Producing service reporting and providing clear operational updates to senior stakeholders.

About you

We're looking for a Service Manager or IT Service Delivery professional who has experience managing customer-facing digital or technology services and is comfortable coordinating activity across multiple teams and suppliers.

You’ll ideally have:

• Experience in Service Management or IT Service Delivery.
• Good working knowledge of ITIL, including Incident, Problem, Change and Service Request Management.
• Experience managing suppliers and multiple stakeholders.
• Strong organisational, communication and stakeholder management skills.
• Experience producing service performance reports and operational metrics.
• Experience working within a 24x7 operational environment.

Experience with AI, chatbots, knowledge-management platforms, SaaS, cloud services or identity and access management would be advantageous.

This is an opportunity to take ownership of a growing AI-enabled digital service, helping to establish mature service management practices while supporting its continued adoption, development and expansion.

#J-18808-Ljbffr

Full job description from WhatJobs. Apply for this role →