Software Service Manager

Salary: £90,000 - 90,000 per year

Requirements:

• We require experience working in a commercial IT/software environment with a thorough understanding of service management.
• We require eligibility for security clearance.
• We require experience of adhering to service and project management disciplines and quality standards, ideally with a strong understanding of ISO20000.
• We require evidence of developing and managing sound client-supplier relationships.
• We require considerable experience in a relevant technical environment.
• We require experience facilitating workshops and discussions.
• We require the ability to make sensible decisions under pressure while balancing client demands and our commercial priorities.
• Desirable: experience working with key ITSM tools such as ServiceNow.
• Desirable: ITIL Foundation accreditation or similar.

Responsibilities:

• We manage the day-to-day delivery of software support services across a variety of projects.
• We engage in relevant client relationships and act as a key interface between technical, functional, and client teams.
• We manage people, resources, finances, and reporting while maintaining robust quality standards.
• We support the transition of projects from development into support and project manage minor development and service work.
• We develop, implement, and maintain service standards and procedures for our Managed Services Practice.
• We support the Senior Service Manager with service delivery, contractual SLAs, staff planning, financial operations, and customer satisfaction.
• We manage blended service teams across multiple locations and collaborate with client and partner resources to share knowledge and improve service.
• We provide regular reporting to clients and our management through service meetings and internal reviews.
• We manage incident escalations and escalate to senior management where appropriate.
• We support business growth within existing accounts and assist with business development for new clients.
• We support the sales and procurement cycle to position us to win profitable new business.
• We understand contracts and commercial terms to ensure our services remain compliant.
• We support negotiation of SLAs, support contracts, and third-party contracts.
• We motivate and empower teams, set clear goals, and ensure regular feedback and constructive appraisals.
• We ensure team members have learning and development objectives and support staffing and onboarding.
• We build constructive relationships with clients, suppliers, and third-party stakeholders.
• We implement and maintain appropriate service governance arrangements and technical quality standards.
• We manage service risks and issues and escalate where appropriate.
• We comply with confidentiality, non-disclosure, and information security requirements.
• We work with quality compliance teams and external auditors to maintain accreditation standards.
• We contribute to continuous improvement initiatives and encourage innovation in technology and process.
• We 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 focused on creating real impact through digital services and Workday solutions. We value creativity, collaboration, diversity, and professional growth, and we offer a supportive environment where ideas are heard and contributions matter. You will join an ambitious team working across multiple projects and locations, with opportunities to support service delivery, business growth, innovation, and continuous improvement. We are committed to diversity, equity, and inclusion, and we encourage candidates to let us know if they need any accommodations during the recruitment process.

last updated 31 week of 2026