Senior Service Manager (M365)

Are you ready to lead the delivery of critical IT services at the heart of government? We’re looking for a Senior Service Manager with strong experience in IT Service Management, particularly across the Microsoft 365 product suite, to join our dynamic and fast-paced team.

In this role, you’ll be responsible for overseeing services that support some of the most high-profile and vital operations in the country. You’ll work closely with senior internal stakeholders and third-party partners, influencing service performance and ensuring alignment with business needs. With your knowledge of service management best practices, you’ll play a key role in shaping how national services are delivered, supported and improved.

You’ll work across service transition, operations and portfolio teams, acting as a bridge between technical experts and business leaders. Your focus will be on maintaining quality, driving improvements and ensuring services meet their objectives. This is a fantastic opportunity to make a real impact in one of the largest and most complex digital environments in government.

What you will do

• Ensure that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
• Manage and work effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.
• Effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
• Maintain a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Identify and lead initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services
• Review supplier financial performance including invoice validation to identify cost reduction opportunities
• Represent customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately

What you will bring

• Understanding Service Management and agile methodologies and models.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.

ITIL v3 or v4 Foundation certification is desirable but not essential. We welcome applications from candidates with equivalent experience.

Why Join Us?

• Exceptional pension: Employer contribution of 28.97%.
• Generous leave: 25 days annual leave (rising to 30 with service), 8 public holidays, and 1 day for the King’s Birthday.
• Flexible working: Options include full-time, part-time, compressed hours, job sharing, and a hybrid model (minimum 60% on-site).
• Learning and development: Access to training, technical accreditations, and funded qualifications (subject to approval).
• Recognition and inclusion: A culture that champions diversity, enhanced parental leave schemes, annual bonuses, and recognition awards.

Learn more about our benefits: Benefits - Home Office Careers

Additional Information

This role requires SC clearance. To meet national security vetting requirements, you typically need to have been resident in the UK for at least three years. Unfortunately we cannot offer sponsorship.

Click "Apply" to view the full job details. If you’re proactive, collaborative and passionate about delivering outstanding IT services, we’d love to hear from you.