Service Manager

IT Service Manager Salary: £65,000 per annum, plus company benefits

Location:

Norwich NR7

Contract:

Full Time, Permanent

Shifts:

37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hour unpaid lunch break
Work model:
Hybrid

Williams Lea seeks a Service Manager to lead our team! Williams Lea is the leading global provider of tech-enabled business and marketing services helping clients manage and transform processes through resilient, scalable 24/7 operations. We combine deep expertise, agentic AI-imbedded workflows, and a global delivery model into a tech-enabled, seamless human expert-in-the-loop experience that helps clients achieve superior business outcomes.

This is a technology platform service management role, responsible for the day‑to‑day service management processes and the broader service management strategy for the business. The postholder is responsible for all ITIL based policies and processes, owning the KPI reporting cycle, governing incident response, and producing the management information. The overall aims are: all contractual KPIs met or exceeded, service credit exposure minimised;

end‑to‑end incident management owned, from triage to incident report sign‑off; monthly contract board MI produced accurately and on time; continuous improvement in service quality, process efficiency and security compliance; focused on client satisfaction and reduced escalations with improved root‑cause outcomes.

• Serve as the primary operational contact for client stakeholders, ensuring clear and timely communication.
• Monitor and manage delivery against SLAs, KPIs, and contractual commitments.
• Conduct regular client calls, governance reviews, and reporting sessions.
• Own the P1/P2 escalation, produce all required incident reports and maintain the incident log.
• Analyse call data monthly to identify trends, repeat issues, and systemic platform risks.
• Track and resolve client escalations, ensuring root‑cause analysis and prevention plans.

• Own the full KPI measurement and reporting cycle across all contractual KPIs; produce the monthly board report pack including performance dashboards, RAG commentary, trend analysis, and financial MI.
• Maintain the platform risk registers; track service credit events and escalated threshold risks to the ADs in advance of client reviews.
• Track patch compliance SLAs (Critical=1week, High=30days); maintain the software component and security catalogue; coordinate the annual NCSC CHECK penetration test and Cyber Essentials Plus recertification.
• Coordinate adaptive and corrective maintenance scheduling with the Delivery Manager and Lead Architect, ensuring platform obligations are visible and on track.
• Analyse service data and trends to identify risks, gaps, and improvement opportunities.
• Support forecasting, capacity planning and resource allocation.

• Lead, coach and motivate technical teams to ensure service management is embedded from requirements, through design and onto delivery.

• Drive process improvement initiatives, standardisation and best practice sharing across the operation.
• Support automation and digital enablement activities.
• Ensure compliance with client requirements, internal policies, data security and regulatory standards.

• Applies ITIL incident, problem and change management rigorously.
• Ensures the Service Desk operates to contractual SLAs at all times.
• Distinguishes reactive incident resolution from proactive problem management.
• Comfortable within a formal government contract structure.
• Understands KPI frameworks, service credit regimes and reporting obligations.
• Produces board-quality MI and contributes confidently at Contract Board meetings.
• Rapid, structured incident responder.
• Manages contractual escalation timelines with precision.
• Produces clear, factual incident reports that satisfy internal and government client governance requirements.
• Turns platform performance data into accurate, concise Contract Board reports.
• Identifies KPI risks before they become service credit events.
• Comfortable with dashboards,…