Senior Service Manager

If you’d like to be considered for this opportunity we encourage you to apply promptly to avoid disappointment as if applications are high the role will close before the closing date given.

Role: Senior Service Manager

Location: RG7 4PR, located between Reading and Basingstoke, with free onsite parking.

Package: Starting from £50,060p.a (depending on your suitability, qualifications, and level of experience)

Working pattern: AWE operates a 9-day working fortnight. We will consider flexible working requests so that your work may fit in with your lifestyle. Just let us know your preferred working pattern on your application.

Let us introduce the role:

The Senior Service Manager is responsible for overseeing the delivery and continuous improvement of IT services across the organisation. The Senior Service Manager acts as a key liaison between technical teams and business units, driving service excellence and operational efficiency.

This role ensures the reliable, efficient, and secure delivery of these services to meet the organisations business needs and objectives. By managing service levels, addressing incidents, and driving continuous improvement, the Senior Service Manager will contribute to the optimal performance and alignment of IT services with business goals.

Key Accountabilities:

• Ensure IT services are delivered in line with agreed SLAs, KPIs, and customer expectations.

• Monitor and report on service performance, identifying trends and implementing corrective actions.

• Act as the primary point of contact for senior stakeholders regarding service-related matters.

• Build and maintain strong relationships with business units to understand their needs and ensure service alignment.

• Oversee the resolution of major incidents and ensure root cause analysis is completed.

• Drive problem management processes to reduce recurring issues and improve service stability.

• Ensure changes are assessed, approved, and implemented with minimal disruption to services.

• Collaborate with technical teams to manage releases and deployments effectively.

• Identify opportunities to enhance service quality, efficiency, and customer satisfaction.

• Lead service improvement initiatives and track their impact.

• Manage and mentor service management staff, fostering a high-performance culture.

• Ensure the team is equipped with the skills and tools needed to deliver excellent service.

• Ensure services comply with internal policies, regulatory requirements, and security standards.

• Proactively manage service risks and escalate where appropriate.

• Support budgeting and cost control for service delivery functions.

• Monitor service-related expenditures and contribute to financial planning.

• Produce regular service reports for senior leadership and governance forums.

• Communicate service status, risks, and improvement plans clearly and effectively.

• Consistently uphold and advocate for exemplary standards in environmental stewardship, safety, health, security, and quality, while fostering a collaborative and high-performing team culture.

Essential Criteria:

• Strong understanding of relevant industry regulations (e.g., GDPR, ISO 27001, data protection regulations).

• Ability to manage and mitigate risks associated with service delivery.

• Relevant certifications in service management or operational technology.

• Further education in relevant fields i.e. Information technology - or equivalent experience

• Proven experience in managing OT and Communications services

• Practical experience in incident, problem, and change management.

• Experience with service reporting, risk management, and operational compliance.

• Strong leadership and team management skills in service-oriented environments.

• Excellent communication skills, with the ability to engage stakeholders at all levels.

• Strong problem-solving skills, able to manage incidents and service disruptions effectively.

• Proficiency in service performance management and reporting.

• Solid understanding of ITIL processes (incident, problem, change management).

• Ability to manage service performance, KPIs, and SLAs.

• Willing to undertake overseas travel.

Work hard, be rewarded:

We ask a lot and set the bar high because our work truly matters. In return we offer balance, with award winning benefits including:

• 9-day working fortnight - meaning you get every other Friday off work, in addition to 270 hours of annual leave.
• Market leading contributory pension scheme (we will pay between 9% and 13% of your pensionable pay depending on your contributions).
• Family friendly policies: Maternity Leave - 39 Weeks Full Pay and Paternity Leave - 4 Weeks Full Pay.
• Opportunities for Professional Career Development including funding for annual membership of a relevant professional body.
• Employee Assistance Programme and Occupational Health Services.
• Life Assurance (4 x annual salary).
• Discounts - access to savings on a wide range of everyday spending.
• Special Leave Policy including paid time off for volunteering, public service (including reserve forces) and caring.

All candidates must be willing and able to obtain and maintain the appropriate security clearance for this role.

Next steps:

Everyone who works at AWE brings unique skills and perspectives to the table. We recognise that great people don’t always ‘tick every box’. That’s why we focus on your potential, your fit with our values, your transferable skills as well as your experience. Even if you don’t meet every point above, but you feel that this role and AWE are a great fit for you, please go ahead and apply, we’d love to receive your application.

Important things you need to know:

• We encourage you to apply promptly to avoid disappointment if applications are high and the role therefore closes.
• You will need to obtain and maintain the necessary security clearance for the role. This will be funded by AWE. The nature of our work does mean you need to be a British Citizen who has been resident in the UK for the past 5 years in order to apply for SC clearance and 10 years for DV.
• We want you to feel comfortable and able to shine during our recruitment process. Please let us know on your application form if you need any adjustments/accommodationsduring the process.
• Our interviews typically take place over Teams and for most roles are a 1 stage process.

Our ambition is to create workplaces where we recognise and celebrate differences, encourage diverse contributions and our employees feel able to be themselves at work. Westrive to create a genuine culture of openness and inclusion and encourage diverse applicants. Any inclusion information you provide will be stored in accordance with GDPR and kept separate from your application form and CV, and the information will not be shared with anyone involved in interviewing or making hiring decisions.

Please note that you must be a British Citizen to apply for a role with us.