Senior Software Service Manager

As a Senior Software Service Manager, you will assist in the direction and management of Software Support Services across assigned areas of ownership. This will include overseeing other members of the service team including service mangers, identifying future enhancements to process and systems and fostering strong client relationships to explore opportunities to win follow on business with existing customers. You will also work closely with the Principal service manager in identifying opportunities across a range of areas within your assigned area of ownership. This is a full-time, permanent opportunity (no contracting role available).

Minimum requirements:

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

• A thorough understanding of service management, with demonstrable success in a service management role.

• Experience with working with UK public sector (central government) and understanding of GDS standards.

• Active Security Clearance.

• Experience of setting up a support service and/or service transition.

• Experience of adhering to the disciplines and quality standards of service and project management, ideally with a good understanding of ISO2000 standard.

• Minimum accreditation of ITIL foundation or similar.

• Evidence of developing and managing sound client-supplier relationships and good knowledge of at least one industry vertical (e.g., Financial Services, Health, or Government).

• Broad technology experience, awareness of current technology trends and a sound understanding of contemporary software engineering practices and behaviours.

Desirable:

• Experience of working with key ITSM for example ServiceNow.

• Evidence of securing significant follow-on business with an existing client.

• Intermediary level accreditation in ITIL or similar.

The successful candidate will exhibit the following:

Delivery

• Oversee a multi-disciplined service team with a customer centric support approach across multiple locations, focused on service availability, reliability, and performance.

• Ensures all service and support functions remain responsive to customer needs.

• Ensures regular reporting to clients and Kainos management; leads client service review meetings and internal support reviews.

• Evaluates factors and risks that impact on services, operational processes, resources, and strategic direction to enable most appropriate route of change.

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

• Manages incident escalations – escalating within Kainos and third parties as appropriate.

• Demonstrable awareness of business and operational environments into which solutions have been delivered.

• Ensures that a programme of continual service improvement is put in place across the wider service delivery function.

Business Development & Account Management

• Support future growth by working closely with Principal Service mangers and the relevant Business Development leads, assisting where required with the sales/procurement cycle to best position Kainos to win profitable new business.

• Work closely with the Managed Service Leadership team making a key contribution towards bid content, collateral creation, and client presentations.

• Promote successes Kainos-wide, to our customers and to the market, through case studies, award submissions, blogs, tweets.

• Experience in negotiating Service Level Agreements, support contracts and third-party contracts.

• Takes responsibility in devising and costing viable, winning solutions, and contributing towards account planning, QBR and the Customer Engagement process.

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 developed and followed throughout the project lifecycle.

• Effectively manage service risks and issues, escalating where appropriate.

• Comply, and ensures team members comply, with all confidentiality and non-disclosure policies and agreements and ensure the security of information, always.

• Work with quality compliance and external auditors to ensure Kainos meets these standards for accreditation.

Professional Development and Growth

• Contribute to continuous improvement initiatives within the Management and Leadership Capability.

• Understand current thinking from the Technology, Experience Design and Consulting capabilities and drive alignment accordingly.

• Encourage innovation in technology and process within and beyond the Managed Service Practice.

• Proactively assist with recruitment activities to enable stable organisational growth.