Senior Software Service Manager

🕒 4 days ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Kainos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📣 Marketing

📦 Logistics

💰 Venture Round on 1986-04

Healthcare • Marketing • Logistics

Kainos is a technology company focused on solving real problems for its customers and enhancing business operations through innovative IT solutions. With specialties in Enterprise Content Management, Application Management Services, Systems Integration, and Digital Transformation, Kainos serves clients across various sectors including healthcare, commercial, and the public domain. Their emphasis on building strong relationships and delivering impactful solutions is reflected in their two main business areas: Digital Services and Workday Practice, aimed at improving the lives of people and the functionality of organizations globally.

📋 Description

• Assist in directing and managing Software Support Services across assigned areas of ownership • Oversee service team members, including service managers • Identify process and systems enhancements • Foster client relationships and explore follow-on business opportunities • Work with the Principal Service Manager to identify opportunities • Oversee a multi-disciplined service team focused on service availability, reliability, and performance • Ensure service and support functions remain responsive to customer needs • Provide regular reporting to clients and Kainos management • Lead client service review meetings and internal support reviews • Evaluate service, operational, resource, and strategic risks to determine appropriate change • Manage project financials, including forecasting, reporting, and invoicing • Manage incident escalations within Kainos and with third parties • Implement continual service improvement across service delivery • Support business growth, sales/procurement cycles, bids, presentations, account planning, QBRs, and customer engagement • Promote successes through case studies, award submissions, blogs, and tweets • Negotiate service-level agreements, support contracts, and third-party contracts • Motivate and empower teams; set goals, provide feedback, and conduct appraisals • Manage staffing and onboarding of team members • Build relationships with clients, suppliers, and third-party stakeholders • Develop and follow service governance arrangements and technical quality standards • Manage service risks and issues • Maintain confidentiality, information security, and compliance • Work with quality compliance teams and external auditors • Contribute to management and leadership capability improvement • Encourage technology and process innovation • Assist with recruitment activities

🎯 Requirements

• Extensive commercial consulting experience in software service delivery • Thorough understanding of service management with demonstrable success in a service management role • Experience working with UK public sector and understanding of GDS standards • Active Security Clearance • Experience setting up a support service and/or service transition • Experience adhering to service and project management disciplines and quality standards • Good understanding of ISO2000 standard ideally • Minimum ITIL Foundation or similar accreditation • Experience developing and managing client-supplier relationships • Knowledge of at least one industry vertical, such as Financial Services, Health, or Government • Broad technology experience and awareness of current technology trends • Sound understanding of contemporary software engineering practices and behaviours • Experience with ITSM tools such as ServiceNow (desirable) • Evidence of securing significant follow-on business with an existing client (desirable) • Intermediate ITIL or similar accreditation (desirable) • Experience negotiating service-level agreements, support contracts, and third-party contracts • Ability to manage service risks, issues, finances, forecasting, reporting, and invoicing • Ability to lead and develop multi-disciplined service teams • Ability to maintain information security, confidentiality, and non-disclosure compliance

🏖️ Benefits

• People-first culture • Growth and professional development support • Learning and development objectives • Diversity, equity and inclusion commitment • Recruitment accommodations and adjustments