Service Manager
Rollenübersicht von JobGrid
Service Manager at UBDS Group: London, Vereinigtes Königreich; Hybrid; Lead; IT; Sonstige IT. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: London, Vereinigtes Königreich, Hybrid
- Role classification: IT, Sonstige IT, Lead
- Source freshness: checked by JobGrid on 2026-06-06.
- Application path: candidates continue to the employer application page with non-personal referral tags.
UBDS Group delivers secure, scalable digital and data solutions across public and private sector environments. We specialise in cloud-native architecture, secure systems engineering, and complex digital transformation programmes.
As a Service Manager at Rayo, part of the UBDS Group, you will own the end-to-end delivery and performance of Managed Services across one or more client accounts.
You will be accountable for SLA design, service governance, performance management and continual improvement within modern cloud and DevOps-enabled environments. This is a fully accountable role, requiring strong commercial awareness, stakeholder confidence and service leadership maturity.
Key Responsibilities
- Own Managed Service performance and contractual compliance
- Design and manage SLAs, KPIs and OLAs aligned to client outcomes
- Lead governance forums and Service Reviews
- Act as the primary escalation point for service risks and issues
- Monitor and report on operational and DevOps metrics, including availability, change success rate, deployment frequency and MTTR
- Ensure service controls operate effectively within CI/CD and agile delivery models
- Balance release velocity with stability and risk management
- Drive structured Continual Service Improvement initiatives
- Act as the primary service contact for clients
- Translate technical performance into business impact
- Manage service risk, scope and contractual obligations
- Identify opportunities for optimisation and service enhancement
- Ensure effective Incident, Problem and Change Management
- Oversee Major Incident communications and structured RCA
- Work closely with cloud, platform and DevOps teams to ensure service resilience
Requirements
- Proven experience as a Service Manager with full service accountability
- Strong experience designing and managing SLAs in cloud environments
- Experience operating within DevOps / CI/CD-driven delivery models
- Strong ITIL knowledge (v4 preferred)
- Experience running governance boards and Service Reviews
Strong understanding of:
- Cloud infrastructure (Azure preferred)
- DevOps operating models and CI/CD pipelines
- Infrastructure-as-Code principles
- Observability and reliability metrics
- Commercially aware and outcome-focused
- Confident with both technical teams and senior stakeholders
- Structured, data-driven and calm under pressure
- Comfortable operating in fast-moving cloud environments