Senior Service Manager

Job Description This is a remote position. About Scrumconnect Scrumconnect is a leading force in technology consultancy, proudly contributing to over 20% of the UK’s most significant citizen-facing public services. Our award-winning team has made a substantial impact, delivering more than 64 services in the past two years alone. This work has not only reached over 50 million citizens but also achieved considerable savings for the taxpayer, amounting to over £25 million. At Scrumconnect, we foster a community of talented consultants who thrive on collaboration, sharing knowledge, and continuous learning to address and solve complex challenges. Our mission is to combine advanced software engineering, human-focused design, and data-driven insights to deliver unparalleled service to our clients. About The Role We are seeking an experienced Senior Service Manager to take responsibility for the design, delivery and continuous improvement of services that meet the needs of users and achieve measurable outcomes for our clients. This role requires strong leadership in service ownership, working with multi-disciplinary teams to ensure services are reliable, efficient and accessible. You will operate at senior level, influencing strategy, setting standards and ensuring that service performance is transparent and accountable. At This Level You Will

• Take ownership of the end-to-end delivery of a service or portfolio of services.
• Define and measure outcomes that demonstrate value for users and organisations.
• Engage with senior stakeholders to set priorities and influence service strategy.
• Lead service reviews and drive continual improvement.
• Balance user needs, organisational goals and technical constraints.
• Mentor and support other service managers.

You’ll Be Responsible For

• Leading the design and operation of services to meet user needs.
• Establishing performance frameworks, measuring outcomes and reporting progress.
• Driving continuous improvement through user feedback, service analytics and insight.
• Engaging with stakeholders across departments, suppliers and delivery partners.
• Managing risks, dependencies and governance for complex services.
• Leading service reviews to ensure accountability and transparency.
• Championing a culture of service ownership and user focus.

Skills needed for this role Service ownership: Take responsibility for the full lifecycle of a service, ensuring it delivers value and meets user needs. Strategic insight: Understand the organisation’s goals and align services to deliver measurable outcomes. User focus: Ensure user needs drive decision-making and are reflected in service design and performance. Service improvement: Identify, test and implement changes that improve service quality and efficiency. Stakeholder engagement: Influence and collaborate with senior stakeholders, balancing competing priorities. Performance measurement: Define and track metrics that provide transparency of service performance. Leadership and mentoring: Support the growth of service management capability across teams. Where you’ll work Your working time at Scrumconnect will be split between multiple locations including from our HQ and hub locations, client site or home. Travel requirements vary in frequency and take into account requirements of your work, our clients and the team. We welcome candidates from all identities, attributes and backgrounds to thrive with us. The diversity of our people should be reflected in the impact we deliver. Join us at Scrumconnect, where your leadership in service management will help shape trusted, user-focused services that make a real difference to people’s lives. check(event) ; career-website-detail-template-2 => apply(record.id,meta)" mousedown="lyte-button => check(event)" final-style="background-color:#68B54C;border-color:#68B54C;color:white;" final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered="">