Senior Service Manager - Active UK Government Security Clearance

Senior Service Manager - Active UK Government Security Clearance Required

Location: UK - Hybrid / customer-site requirements TBC

Contract: 6-month contract, with view to extend

Day Rate: £600 - £650 per day, Inside IR35

Start: ASAP / TBC

About Appvia

Appvia is a specialist cloud, platform, and solutions engineering consultancy, helping organisations modernise infrastructure, improve reliability, and adopt cloud-native practices that enable long-term, sustainable delivery.

Our engineering capability spans AWS, Azure, platform engineering, networking, software, data, AI, delivery, and managed services.

We work across complex, high-impact environments in both the public and private sector, where security, resilience, operational excellence, and service quality are critical.

About the Role

We’re looking for an experienced Senior Service Manager to join Appvia on a secure public sector engagement, taking ownership of service performance across a live operational environment.

This is a hands-on service management role with a strong ITIL and managed-service focus. You’ll be responsible for ensuring the service operates effectively day-to-day, with particular ownership of ticket performance, SLA adherence, service governance, and the wider service wrapper.

You’ll work closely with technical teams, service management functions, suppliers, and senior customer stakeholders to make sure issues are progressed effectively, operational commitments are met, and the service continues to improve.

This is a great opportunity for someone who enjoys bringing structure and accountability to complex operational environments, while working closely with both technical and customer-facing teams.

Interview Process - 2 Stage

• Discovery conversation with Talent Acquisition
• Final interview with Appvia / customer-facing leadership

Important

You must hold active UK Security Clearance (SC). NPPV3 is highly desirable.

Requirements

About You

You are an experienced Senior Service Manager with strong ITIL knowledge and a track record of managing live services in complex or regulated environments.

You will bring:

• Strong experience in ITIL-aligned service management and governance
• Experience owning service performance and operational outcomes
• Strong understanding of SLAs, KPIs, ticket management and service reporting
• Experience managing the service wrapper across technical teams, suppliers and customer stakeholders
• Strong incident, problem and change management experience
• Experience working with third-party suppliers and multiple delivery teams
• Confidence engaging with senior customer and technical stakeholders
• Strong organisational skills and the ability to manage competing priorities
• A proactive, structured and commercially aware approach
• Experience working within public sector, government, defence or other security-conscious environments
• Active UK SC clearance

Responsibilities

• Own day-to-day service management and operational performance
• Ensure tickets and incidents are managed effectively and within agreed SLAs
• Monitor service performance, identify trends and drive corrective action
• Own and maintain the wider service wrapper, ensuring clear accountability across teams and suppliers
• Lead service reviews, reporting and governance activities
• Coordinate incident, problem and change management across the service
• Work with technical teams to ensure operational issues are understood, prioritised and resolved
• Manage relationships with customer stakeholders and third-party suppliers
• Identify service risks, dependencies and opportunities for continuous improvement
• Maintain service documentation, processes and operational procedures
• Provide clear reporting on service health, performance, risks and actions
• Support strong governance and ensure contractual/service commitments are being met

Technical / Service Management Skills

Core:

• ITIL / IT Service Management
• SLA and KPI management
• Incident, Problem & Change Management
• Service reporting and governance
• Ticket management and operational performance
• Service wrapper / multi-supplier service management
• Customer and stakeholder management
• Service improvement and operational risk management

Nice to have:

• ITIL 4 certification
• Public sector / government experience
• Experience within an MSP or managed-service environment
• Experience managing complex technical services
• NPPV3 clearance

Benefits

Why Join Appvia?

We are a self-funded, London based startup; providing businesses with a fast and secure way to deploy containerised applications into the cloud.

We are on a mission to enable organisations to make cloud-based software delivery simple and efficient, whilst having the insights into costs, security and cadence. As a company that holds customers at the heart of everything we do, we are looking for candidates that want to make a real change to how Dev and Ops is working in the industry.

With us our customers, like the UK’s Home Office & Bank of England, are harnessing cloud-native technologies, limiting the challenges of infrastructure management and rapidly delivering digital products.

• Short, focused engagement with clear deliverables
• Opportunity to work on modern cloud platforms
• Fully remote and flexible
• Fast interview process and quick start

But don’t just take our word for it, you can check out what our Appvians say about us on Glassdoor and by following us on LinkedIn, Twitter and TikTok.

We are proud to be an equal opportunities employer and actively encourage, respect, and recognise diversity of thought and background throughout the business. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, and disability status.