Senior Software Service Manager

Salary: £100,000 - 100,000 per year

Requirements:

• We require extensive experience in a commercial consulting environment in software service delivery.
• We require a thorough understanding of service management, with demonstrable success in a service management role.
• We require experience working with the UK public sector, including central government, and an understanding of GDS standards.
• We require active Security Clearance.
• We require experience setting up a support service and/or service transition.
• We require experience adhering to the disciplines and quality standards of service and project management, ideally with a strong understanding of the ISO2000 standard.
• We require at least ITIL Foundation accreditation or similar.
• We require evidence of developing and managing strong client-supplier relationships and good knowledge of at least one industry vertical, such as Financial Services, Health, or Government.
• We require broad technology experience, awareness of current technology trends, and a sound understanding of contemporary software engineering practices and behaviours.
• We prefer experience with ITSM tools such as ServiceNow.
• We prefer evidence of securing significant follow-on business with an existing client.
• We prefer an intermediate-level ITIL accreditation or similar.

Responsibilities:

• We will assist in the direction and management of Software Support Services across assigned areas of ownership.
• We will oversee other members of the service team, including service managers.
• We will identify future enhancements to processes and systems.
• We will foster strong client relationships and explore opportunities to win follow-on business with existing customers.
• We will work closely with the Principal Service Manager to identify opportunities across our assigned area of ownership.
• We will oversee a multi-disciplined service team with a customer-centric support approach across multiple locations, focused on service availability, reliability, and performance.
• We will ensure all service and support functions remain responsive to customer needs.
• We will provide regular reporting to clients and our management team, and lead client service review meetings and internal support reviews.
• We will evaluate factors and risks that impact services, operational processes, resources, and strategic direction to determine the most appropriate route for change.
• We will manage the financial aspects of projects, including forecasting, reporting, and invoicing.
• We will manage incident escalations, escalating within the company and to third parties as appropriate.
• We will ensure a programme of continual service improvement is implemented across the wider service delivery function.
• We will support future growth by working closely with Principal Service Managers and Business Development leads.
• We will assist with the sales and procurement cycle to position us to win profitable new business.
• We will contribute to bid content, collateral creation, and client presentations.
• We will promote our successes internally, to our customers, and to the market through case studies, award submissions, blogs, and social content.
• We will negotiate service level agreements, support contracts, and third-party contracts.
• We will devise and cost viable winning solutions and contribute to account planning, QBRs, and the customer engagement process.
• We will motivate and empower teams to create a positive and creative culture.
• We will ensure team members have clear goals, regular feedback, and timely, constructive appraisals.
• We will ensure team members have learning and development objectives to maintain the skills needed for their roles.
• We will support staffing and onboarding of new team members.
• We will build and maintain constructive and collaborative relationships with clients, other suppliers, and third-party stakeholders.
• We will ensure appropriate service governance arrangements and technical quality standards are developed and followed throughout the project lifecycle.
• We will manage service risks and issues, escalating where appropriate.
• We will comply with confidentiality and non-disclosure policies and agreements and ensure information security at all times.
• We will work with quality compliance and external auditors to ensure we meet accreditation standards.
• We will contribute to continuous improvement initiatives within management and leadership capability.
• We will understand current thinking across technology, experience design, and consulting capabilities and drive alignment accordingly.
• We will encourage innovation in technology and process within and beyond the Managed Service Practice.
• We will proactively assist with recruitment activities to support stable organisational growth.

Technologies:

• Support
• ITIL
• ITSM
• Security
• ServiceNow

More:

We are Kainos, a people-first company of problem solvers, innovators, and collaborators creating real impact through digital services, Workday solutions, and technology innovation. We offer a diverse, ambitious, and supportive environment where ideas are valued and growth is encouraged. This is a full-time, permanent opportunity, and no contracting role is available. We are committed to diversity, equity, and inclusion, and we encourage applications from people of all backgrounds. Our talent acquisition team can support candidates who need accommodations or adjustments during the recruitment process.

last updated 31 week of 2026