Service Manager
Opus Recruitment Solutions Ltd · Newcastle upon Tyne, England ·
Role: Service Manager Type: Fixed Term Contract Location: Newcastle (Hybrid 3 days onsite) Duration: 12 months Clearance Required: SC Eligible About the Role We are seeking an experienced and commercially minded Service Manager to join a growing team delivering critical services for high-profile clients.
This is an excellent opportunity to take ownership of service delivery, manage key client relationships, lead multidisciplinary teams, and help drive continuous improvement across a complex operational environment. Based in Newcastle , this hybrid position offers the opportunity to work closely with clients, technical teams, and senior stakeholders while contributing to both operational success and future business growth.
Relocation candidates are strongly encouraged to apply. Key Responsibilities Act as the primary point of contact for service delivery activities and client engagement. Develop a deep understanding of client business needs and align service delivery accordingly.
Translate technical concepts and information into clear business-focused communication for stakeholders. Manage significant service issues, escalations, and incidents while maintaining strong client relationships. Lead and motivate multidisciplinary teams to achieve service objectives and operational excellence.
Plan and oversee short, medium, and long-term service improvement initiatives. Drive continuous service improvement and operational efficiency across the account. Facilitate commercial conversations with clients, identifying opportunities to expand existing services and Statements of Work (SoW).
Ensure services are delivered in line with agreed service levels, governance frameworks, and contractual obligations. Promote the adoption and practical application of AI tools to enhance team productivity and deliver additional value to clients.
Essential Skills & Experience Proven experience in a Service Manager or similar service delivery leadership role. Strong understanding of IT service management principles and ITIL-aligned delivery practices. Experience managing services at scale and leading cr...