Service Manager

Role: Service Manager

Type: Fixed Term Contract

Location: Newcastle (Hybrid 3 days onsite)

Duration: 12 months

Clearance Required: SC Eligible

We are seeking an experienced and commercially minded Service Manager to join a growing team delivering critical services for high-profile clients. This is an excellent opportunity to take ownership of service delivery, manage key client relationships, lead multidisciplinary teams, and help drive continuous improvement across a complex operational environment.

Based in Newcastle
, this hybrid position offers the opportunity to work closely with clients, technical teams, and senior stakeholders while contributing to both operational success and future business growth.

• Act as the primary point of contact for service delivery activities and client engagement.
• Develop a deep understanding of client business needs and align service delivery accordingly.
• Translate technical concepts and information into clear business-focused communication for stakeholders.
• Manage significant service issues, escalations, and incidents while maintaining strong client relationships.
• Lead and motivate multidisciplinary teams to achieve service objectives and operational excellence.
• Plan and oversee short, medium, and long-term service improvement initiatives.
• Drive continuous service improvement and operational efficiency across the account.
• Facilitate commercial conversations with clients, identifying opportunities to expand existing services and Statements of Work (SoW).
• Ensure services are delivered in line with agreed service levels, governance frameworks, and contractual obligations.
• Promote the adoption and practical application of AI tools to enhance team productivity and deliver additional value to clients.

• Proven experience in a Service Manager or similar service delivery leadership role.
• Strong understanding of IT service management principles and ITIL-aligned delivery practices.
• Experience managing services at scale and leading cross-functional teams.
• Ability to understand technical solutions and translate them into business outcomes.
• Excellent stakeholder management and client engagement skills.
• Demonstrated experience handling major incidents, escalations, and service challenges.
• Strong organisational and planning capabilities with experience delivering against strategic objectives.
• Commercial awareness with the ability to identify and develop growth opportunities within existing client accounts.
• Service-oriented mindset with a collaborative and professional approach.
• Experience using AI tools in day-to-day operations and an understanding of how AI can create value for clients.

• ITIL certification.
• Experience working within public sector or government environments.
• Knowledge of service transition, continual service improvement, and governance frameworks.

Due to the nature of the work, applicants must be eligible to obtain UK Government Security Clearance
.