Role: Service Manager
Type: Fixed Term Contract
Location: Newcastle (Hybrid 3 days onsite)
Duration: 12 months
Clearance Required: SC Eligible
About the Role
We are seeking an experienced and commercially minded Service Manager to join a growing team delivering critical services for high-profile clients. This is an excellent opportunity to take ownership of service delivery, manage key client relationships, lead multidisciplinary teams, and help drive continuous improvement across a complex operational environment.
Based in Newcastle, this hybrid position offers the opportunity to work closely with clients, technical teams, and senior stakeholders while contributing to both operational success and future business growth.
Relocation candidates are strongly encouraged to apply.
Key Responsibilities
Act as the primary point of contact for service delivery activities and client engagement.
Develop a deep understanding of client business needs and align service delivery accordingly.
Translate technical concepts and information into clear business-focused communication for stakeholders.
Manage significant service issues, escalations, and incidents while maintaining strong client relationships.
Lead and motivate multidisciplinary teams to achieve service objectives and operational excellence.
Plan and oversee short, medium, and long-term service improvement initiatives.
Drive continuous service improvement and operational efficiency across the account.
Facilitate commercial conversations with clients, identifying opportunities to expand existing services and Statements of Work (SoW).
Ensure services are delivered in line with agreed service levels, governance frameworks, and contractual obligations.
Promote the adoption and practical application of AI tools to enhance team productivity and deliver additional value to clients.Essential Skills & Experience
Proven experience in a Service Manager or similar service delivery leadership role.
Strong understanding of IT service management principles and ITIL-aligned delivery practices.
Experience managing services at scale and leading cross-functional teams.
Ability to understand technical solutions and translate them into business outcomes.
Excellent stakeholder management and client engagement skills.
Demonstrated experience handling major incidents, escalations, and service challenges.
Strong organisational and planning capabilities with experience delivering against strategic objectives.
Commercial awareness with the ability to identify and develop growth opportunities within existing client accounts.
Service-oriented mindset with a collaborative and professional approach.
Experience using AI tools in day-to-day operations and an understanding of how AI can create value for clients.Desirable
ITIL certification.
Experience working within public sector or government environments.
Knowledge of service transition, continual service improvement, and governance frameworks.Security Clearance
Due to the nature of the work, applicants must be eligible to obtain UK Government Security Clearance.
Apply Now
If you're an experienced Service Manager with a passion for client success, service excellence, and team leadership, we'd love to hear from you
