Senior Service Manager

Date: 02-May-2019

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 105124

Senior Service Manager

Full time


Rowland Hill House


Not many companies can say they’ve been around for 500 years and were founded by Henry VIII, but we can. Royal Mail is the UK’s designated Universal Postal Service Provider, supporting customers, businesses and communities around the country. We are the only postal company to provide a one-price-goes-anywhere, six days a week service to more than 29 million addresses across the UK.


It is an exciting time to join Royal Mail. We’re a FTSE 250 company, we generated revenue of £10.2 billion in 2017-18. On top of this, we have recently undertaken an extensive review and transformation of the Technology function, one of the largest IT transformation programmes across the UK. With this transformation now complete, there is significant potential for growth and success.


Digital is now at the heart of our business and drives our vision of enabling smarter working - from Front Line colleagues through to Head Office. At the same time we strive to deliver innovative products and services through a world class customer experience.


Job Purpose:

The Senior Service Manager represents Royal Mail in the delivery of all existing and new IT Services that supports Royal Mails business. The role is accountable for ensuring that Royal Mails IT Services are delivered as specified in the formal agreements between the Business, the Technology Organisation and the Suppliers.


Key Accountabilities:

  • Lead Service Level Management and ensure all Royal Mails IT Services remain operational, and meet and exceed the stated service levels
  • Establish excellent working relationships at executive level with supplier and business stakeholders. Co-ordinate the involvement of all parties in the resolution of long-running or complex incidents and problems 
  • Accountable for the Major Incident Management Process.  Lead the investigation, diagnosis and coordination of resolution and recovery actions for all Major Incident.  Ensure that the business impact is understood, and that communications to and from affected business stakeholders are effective.
  • Drive and deliver the production of root cause analysis and remediation actions for all  Major Incidents
  • Perform the out of hours duty manager role on a rota basis, and co-ordinate Service Providers  to resolve Major Incidents
  • Manage the resolution of service delivery escalations
  • Establish and lead effective formal, documented service management meetings with suppliers and internal stakeholders; ensure appropriate actions defined and carried out
  • Ensure effective and business relevant Service Reporting is in place that provides insight and allows effective, informed management decision making and awareness
  • Monitor, manage and/or escalate supplier under-performance. Provide assistance with resolving disputes where required. Develop Service Improvement Plans when performance falls below the contracted service levels, or where opportunities for improvements arise
  • Establish appropriate Service Level Agreements between the Business and Service Delivery. Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need and reported on
  • Ensure that business customers understand the service / cost trade-offs and price drivers. Where required make the necessary changes/improvements
  • Ensure a Service Catalogue containing all Royal Mails IT Services  is maintained
  • Monitor, manage and/ or escalate service risk. Ensure service risks are understood, communicated and mitigated
  • Understand the requirements and responsibilities upon suppliers and use appropriate mechanisms to ensure suppliers comply  i.e. how services are delivered, as well as to what standard
  • Ensure appropriate inter-supplier relationships, processes, tools and working practices are embedded in Royal Mail and  Suppliers
  • Ensure that the role of different services in the delivery of overall Royal Mail capabilities and products is understood and reflected in SLAs and OLAs
  • Ensure consistent, effective interworking between Royal Mail and all its suppliers in the reactive and proactive management of business services.
  • Proactively manage business demand to ensure service availability
  • Ensure effective relationships are established, and maintained, between Service Management and other teams within Service Delivery, the wider Technology towers and the Business
  • Embed a culture of collaboration across Royal Mails Service Providers, creating high performance virtual supplier teams focussed on delivering  service availability
  • Accountable for the production and management  of  specific IT Service budgets and forecasting


Reports to: Head of Service Management


Key dimensions: 

  • Manages a team of Service Managers  to assist in the day to day running of the IT Services Portfolio, up to 4 direct reports (L3a) depending on Portfolio
  • Ability to create collaborative virtual teams across multiple suppliers to  deliver  high levels of service and availability
  • Build collaborative working relationships across Technology,  multiple suppliers and the business
  • Budget accountability for a specific IT Service Portfolio


Key competencies:

  • A service professional who can operate in a large scale multi supplier environment
  • Strong track record of stakeholder management, dealing with executive level  internal customers and suppliers in a consistent way in order to drive continuous improvement in the service / cost balance
  • Understanding of IT and IT Service delivery, obtained in a large scale support organisation
  • Experience of working in an ITIL compliant environment (ITIL Qualified)
  • Understanding of COBIT IT controls


We are an inclusive employer with equality, diversity and fairness at the heart of our values.  We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.



For more information on Royal Mail Group and our Values please click on the link (


Closing Date: 10/06/2019. Please note, this advert may close early if the appropriate number of applications has been reached.

Job Segment: Service Manager, Manager, Customer Service, Management

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