Service Manager

Job description

Service Manager

Vacancy Reference Number

22631

Number of Vacancies

1

(B) OCU

Met Business Services

Location

Kilburn

Building

KILBURN POLICE STATION

Band

Band C

Part/Full Time

Full Time

Hours per Week

36 hours per week

Type of Contract

Permanent

Job Advert

Job Title: Service Manager

Salary: The starting salary is £48,995, which includes allowances totalling £3,009.

The salary is broken down as £45,986 basic salary, which will increase annually until you reach the top of the scale £ 54,863 Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.

Location: Kilburn

MBS Senior Service Manager

The Met Leadership have approved the design and implementation of a centralised service delivery model (Met Business Services - MBS), to replace functional services with business services, breaking down silos and building end-to-end processes around user requirements. The initial scope of the MBS model is MPS Commercial, Finance and HR Services functions with the flexibility & scalability of bringing more functions into it. In addition, they will champion cultural change and set corporate standards that are inclusive, diverse and supportive.

The MBS Service Manager will form part of the MBS team, reporting to the MBS Senior Service Manager. In addition, they will champion cultural change and set corporate standards that are inclusive, diverse and supportive.

Job Purpose

To oversee and manage the processes and technical services that underpin HR, Finance and Commercial within Met Business Services.They will be responsible for liaising with multiple Service Providers, ensuring that SLA's/KPI's are adhered to and Incidents and Problems are handled appropriately within our framework model.As part of the delivery lifecycle, they will be responsible for the acceptance of change into live and provide key stakeholder management where applicable. The individual will also instil a culture of continuous improvement in a supportive and inclusive workforce.

This role does not attract Shift Disturbance Allowance. If you are currently in a shift-working role, SDA should cease upon appointment to this job.

Key Responsibilities

Incident Management

• Provide oversight and support for unforeseen incidents across the MBS service portfolio, ensuring timely resolution in line with agreed SLAs/KPIs.
• Act as the primary coordination point between service providers, DDAT, the service desk and business users during incidents.
• Establishes timely stakeholder management and communications to the service desk, business units and front-line staff/officers.
• Lead the completion of Post Incident Reviews (PIRs), ensuring root causes are identified and preventative actions are tracked through to completion.

MBS Change & Release Management

• Support coordination of change, release and maintenance activities across MBS-service portfolio.
• Work closely with the MBS teams, service providers and business stakeholders to ensure changes are assessed, scheduled and delivered effectively.
• Provide operational input into change forums (e.g. CAB, triage) to ensure risks, impacts and dependencies are understood.
• Monitor change execution to ensure minimal service disruption and high change success rates.

People Management & Culture

• Foster a culture of high-performance, innovation and continuous improvement embracing MBS, MPS and Met values.
• Foster a data-driven culture throughout MBS, promoting data literacy and providing training on data analysis tools and techniques.
• Drive cultural change to remove silos, set corporate standards and promote inclusivity.

Transition Management

• Support the transition of new or changed services into live operation, ensuring operational readiness is achieved.
• Validate that appropriate support models, documentation, SLAs and monitoring are in place prior to go-live.
• Work with project, change and technical teams to ensure smooth handover into service.
• Identify and mitigate risks associated with transitioning services into live environments.

Relationship Management

• Establish strong relationships with MBS team members to support MBS cross-tower activities and dependencies.
• Maintain strong relationships with customers and stakeholders, understanding their individual requirements and expectations.
• Ensuring there is a tolerant, inclusive, diverse, and supportive workplace for their team.

Continuous Improvement

• Support building of relationships with key points of contact across the processes and other functions to maintain an understanding of the process context and identify both intra process and cross process improvement opportunities.
• Create a supportive workforce that drives 'One Met Culture' and continuously drives cultural change.

Third Party Client Support

• Manage day-to-day operational relationships with service providers, ensuring delivery against SLAs and contractual obligations.
• Monitor supplier performance and escalate issues where required to drive resolution and service improvement.
• Collaborate with third parties to implement changes and improvements that reduce incidents and enhance service quality.
• Support the delivery of a consistent, reliable and user-focused service experience across MPS.

Essential for the Role

Knowledge:

• A demonstrable advanced understanding of and experience in IT Service Management principles, methodologies, lifecycle and framework.
• Working knowledge of managing and continuously improving business critical applications and services.
• Strong knowledge of IT Change & Release Management practices.
• Detailed practical knowledge of core end to end services covering Commercial, Finance and HR scope of services.
• Proficient in preparing management information for C-level audience and working with balance scorecards.
• Knowledge of public sector shared services and the challenges they face.
• Understanding of key business stakeholders and their different perspectives/requirements.
• Strong understanding and experience of data-led approach to management.
• A well rounded and proven understanding of Oracle Cloud/SAAS focused.
• A strong understanding of managing services delivered through external service providers and working within an outsource environment particularly from a technology perspective.
• Knowledge of implementing processes for managing and maintaining ERP systems.
• Collaborate with cross-functional teams to ensure the successful implementation of ERP systems
• Maintain up-to-date knowledge of ERP systems and related technologies.
• Working knowledge of back-office support systems and the integration between them.
• An understanding of and an advocate for the New Met for London mission, purpose and values

Skills:

Customer Centricity

• Excellent strategic and critical thinking capabilities to apply in differing scenarios.
• Excellent customer relationship, stakeholder and supplier management.
• Self-starter with a proactive approach to activities and responsibilities.
• Creative and results-orientated approach to problem-solving.
• Strong set of analytical skills, including an ability to analyse, interpret and document trends and variances where applicable.
• Focus on customer service and a continuous improvement mind-set.
• The ability to quickly get to the heart of a problem and propose effective and efficient solutions.
• Ability to work well under pressure.

Senior Stakeholder Management

• Ability to connect and influence senior stakeholders by building understanding and trust.
• Experience in matrix management and delegating employee responsibilities.
• Experience in resolving conflict and managing negotiations with diplomacy.
• Proven ability of executing effective change management.
• Ability to intrinsically manage key stakeholders expectations.

Communication & Collaboration

• Strong set of effective communication skills; verbal, written and interpersonal.
• Proficiency to distil complex concepts to an executive audience.
• Ability to build strong networks and relationships across the organisation.
• Ability to instil a collaborative and high-performing culture.
• An advocate for cultural change creating an inclusive, diverse, and supportive workplace.

IT Project Management

• Leadership skills including setting reasonable expectations, motivating teams, challenging behaviour and navigating conflicts.
• Strong understanding of the ITIL framework, principles lifecycle.
• Time management, organisation and prioritisation capabilities.
• Ability to identify dependencies, assess risks and put effective risk mitigation plans in place.
• Strong technical Project and Time Management experience.
• Excellent organisation and prioritisation capabilities.
• Manage and oversee ERP systems and related projects.

How to apply

To begin your career at the Met, please click the "apply button ". The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and/or Personal Statement.

Completed applications must be submitted by 23:55 on 15th September 2026.

Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 2 weeks after closing date

Following application review, successful candidates will be invited to interview. Interview dates will commence 2 weeks after CBQ sift

Essential For The Role

Experience

• 5+ years of 'hands on' IT experience in Service Management with a strong understanding of the ITIL framework.
• Experience with Oracle Cloud system is essential.
• Experience working with and contributing to governance councils, with the ability to connect and influence senior stakeholders by building understanding and trust.
• Experience in people/team management.
• Working effectively in a multi supplier outsourced environment and managing third party suppliers.
• A proven track record of excellent Incident and Problem Management.
• Managing change through the delivery lifecycle and into live support.
• Technical Release, IT Change and Environment Management.
• Customer Relationship Management and customer focused service delivery.

Additional Information

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.

As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.

The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.

Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about .