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Could you be the driving force behind secure service excellence?
We’re looking for a passionate and pragmatic Service Manager to lead the delivery and continual improvement of services for our Defence clients. This position is full-time onsite at Hemel Hempstead and requires current active DV clearance.
You’ll join a collaborative, forward-thinking team that values innovation, accountability, and strong partner relationships. This role is pivotal in ensuring our services meet ITIL standards while supporting Sopra Steria’s strategic goals. You’ll also play a key part in transformation initiatives and client engagement.
As a Service Manager, you will own and deliver medium-scale services or take responsibility for part of a large service under the direction of a senior delivery manager, meeting client and Sopra Steria cost, risk, quality, and service performance targets. You will proactively manage service delivery to contribute to Sopra Steria’s business performance, productivity, account profitability, sustainability, and growth. These services typically include systems, applications, technical infrastructure, business processes, and IT service provision, using multiple delivery channels.
This role is full-time on-site in Hemel and some out-of-hours work may be required on occasion.
What you'll be doing:
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- Lead the delivery and lifecycle management of secure services for Defence clients.
- Act as the primary point of contact for client engagement, reporting, and feedback.
- Ensure services meet agreed SLAs, KPIs, and compliance requirements.
- Support onboarding and offboarding of services and clients.
- Drive continuous improvement initiatives and service maturity uplift.
- Collaborate with internal teams to support major incidents and service changes.
What you’ll bring
- Current active DV clearance.
- Proven experience in IT service delivery and managing SLAs and KPIs.
- Strong understanding of Defence sector requirements and secure service operations.
- Professional qualification such as ITIL.
- Assertive and pragmatic leadership skills.
- Ability to take accountability and ownership for delivering good service.
It would be great if you had:
- Experience in contract and budget management.
- Membership of a recognised professional IT body.
Employment Details
- Type: Full-time Permanent
- Location: Full-time onsite Hemel Hempstead
- Security Clearance Level: Live Active DV clearance must already be in place.
- Internal Recruiter: Soraya
- Salary: Up to £65,000 Depending on experience.
- Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.
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If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress, and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
About Us
Sopra Steria’s Aerospace, Defence and Security business designs, develops, and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.
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