Software Service Manager

Join Kainos and Shape the Future At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

As a Software Service Manager, you will be responsible for managing the day-to-day delivery of software support services, as well as engaging in relevant client-relationships, across a variety of projects. This will include managing people, resources, finances, and reporting while ensuring adherence to robust quality standards including but not limited to ISO
20000. You will also assist the senior management team with business growth within existing accounts as well as supporting business development activity for potential new clients.

Minimum requirements:

Experience working in a commercial IT (software) environment, with a thorough understanding of service management.

Eligibility for security clearance is a must.

Experience of adhering to the disciplines and quality standards of service and project management, ideally with a good understanding of ISO
2000 standard.

Evidence of developing and managing sound client-supplier relationships.

Considerable experience in a relevant technical environment.

Experience of facilitating workshops and discussion.

Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.

Desirable:

Experience of working with key ITSM for example Service Now Accreditation  of ITIL foundation or similar.

The successful candidate will exhibit the following:

Delivery Manage the transition of projects from the development environment into support and project manage minor development/service work.

Function as a key interface between technical, functional and client teams.

Develop, implement, and maintain service standards and procedures for the Managed Services Practice.

Support the Senior Service Manager in all aspects of service delivery including contractual service level agreements, staff planning, financial operations and customer satisfaction.

Manage blended service teams across multiple locations working in collaboration with client and partner resources to share knowledge, meet requirements and continually improve service.

Ensure regular reporting to clients and Kainos management via client service meetings and internal support reviews.

Manage incident escalations – escalating to Kainos senior management as appropriate.

Business Development & Account Management Sound commercial awareness of client and service dynamics with demonstrable evidence of building client relationships.

Support future growth by working closely with Senior Service mangers assisting where required with the sales/procurement cycle to best position Kainos to win profitable new business.

Understand the contracts and commercial terms applied to our services ensuring Kainos is not compromised by non-compliance.

Support Senior Service Manager in negotiating Service Level Agreements, support contracts and third-party contracts.

Team Motivate and empower teams to create a positive and creative culture for our people to perform well, learn and grow.

Ensure all team members have clear goals, receive regular feedback, and have timely and constructive appraisals.

Ensure team members have learning and development objectives to acquire and maintain the skills necessary for the relevant service.

Have responsibility for staffing teams and on-boarding of new team members.

Build and maintain constructive and collaborative relationships with the client, other suppliers, and third-party stakeholders.

Governance Ensure appropriate service governance arrangements and technical quality standards are implemented and followed throughout the project lifecycle.

Effectively manage service risks and…