Senior Software Service Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist in overseeing and managing Software Support Services within designated ownership areas.

• Supervise service team members, which includes service managers.

• Identify potential enhancements for processes and systems.

• Cultivate strong client relationships and seek follow-on business opportunities.

• Collaborate with the Principal Service Manager to discover opportunities within assigned areas.

• Manage a multi-disciplinary service team across various locations.

• Prioritize service availability, reliability, and performance.

• Ensure that service and support functions remain responsive to customer requirements.

• Provide regular updates and reporting to clients and Kainos management.

• Lead client service review meetings and internal support assessments.

• Assess factors and risks impacting services, processes, resources, and strategic direction.

• Oversee financial aspects of projects, including forecasting, reporting, and invoicing.

• Handle incident escalations within Kainos and with external partners.

• Establish ongoing service improvement initiatives across the broader service delivery function.

• Support business growth during sales and procurement cycles.

• Contribute to bid content, create collateral, and prepare client presentations.

• Promote successes through case studies, award submissions, blogs, and social media posts.

• Negotiate Service Level Agreements, support contracts, and agreements with third-party vendors.

• Develop and propose viable solutions and participate in account planning, QBRs, and customer engagement.

• Inspire and empower teams while fostering a positive and creative work culture.

• Set team objectives, provide constructive feedback, and conduct performance evaluations.

• Ensure team members meet learning and development goals.

• Recruit team members and facilitate their onboarding process.

• Build and maintain relationships with clients, suppliers, and third-party stakeholders.

• Create and enforce service governance and technical quality standards.

• Manage service-related risks and issues.

• Ensure compliance with confidentiality, security, and non-disclosure agreements.

• Collaborate with quality compliance teams and external auditors.

• Contribute to enhancing management and leadership capabilities.

• Align with Technology, Experience Design, and Consulting capabilities.

• Encourage innovation in technology and processes.

• Assist in recruitment activities.

⛳️ Requirements

• Extensive experience in a commercial environment (consulting) focused on software service delivery.

• Comprehensive understanding of service management, with proven success in a service management position.

• Experience working with the UK public sector (central government) and familiarity with GDS standards.

• Active Security Clearance.

• Experience in establishing a support service and/or facilitating service transition.

• Proven ability to adhere to service and project management methodologies and quality standards.

• Good understanding of the ISO20000 standard is desirable.

• Minimum accreditation of ITIL Foundation or equivalent.

• Demonstrated experience in developing and managing client-supplier relationships.

• Strong knowledge of at least one industry vertical, such as Financial Services, Health, or Government.

• Broad technology experience and awareness of current technology trends.

• Solid understanding of contemporary software engineering practices and behaviors.

• Familiarity with ITSM tools like ServiceNow is preferred.

• Evidence of securing significant follow-on business from an existing client is preferred.

• Intermediate-level ITIL or similar accreditation is preferred.

🏝️ Benefits

• People-first culture.

• Support for growth and professional development.

• Learning and development objectives.

• Initiatives for continuous improvement.

• Recruitment accommodations or adjustments available.

• Full-time, permanent employment.