Senior Service Manager - Platform Services

• London Hybrid
• Permanent
• Up to £80,000 + bonus + benefits

Senior Service Manager - Platform Services
London Hybrid | Permanent

We re looking for an experienced Senior Service Manager to take ownership of a portfolio of business-critical platform services that underpin multiple customer-facing products and services.

This is a highly visible role, offering the opportunity to lead service governance across a complex technology environment spanning cloud infrastructure, identity services, integration platforms, monitoring tooling and shared enterprise services.

you'll work closely with suppliers, architects, product teams and senior stakeholders to ensure services remain resilient, secure and operationally effective.

The Opportunity
you'll act as the accountable service owner for a critical platform estate, driving operational excellence, service reliability and continuous improvement across a multi-supplier environment.

The position combines strategic service ownership with hands-on leadership of major incidents, operational risk management and supplier governance. It s ideal for someone who enjoys solving complex service challenges whilst influencing senior stakeholders and technology partners.

Key Responsibilities

• Own and govern a portfolio of enterprise platform services.
• Lead service management activities across cloud, infrastructure, identity and integration platforms.
• Drive service performance against SLAs, KPIs and operational objectives.
• Lead major incident management and coordinate recovery activities across multiple teams and suppliers.
• Chair problem management and post-incident review processes.
• Oversee operational risk, resilience, business continuity and disaster recovery activities.
• Manage supplier performance and ensure accountability for service outcomes.
• Provide clear reporting and communication to senior leadership and governance forums.
• Drive service maturity, standardisation and continuous improvement initiatives.

What We re Looking For

• Extensive experience within IT Service Management, Service Delivery or IT Operations leadership roles.
• Strong knowledge of ITIL principles and best practices.
• Experience managing enterprise-scale, cloud-hosted services.
• Proven background operating within complex multi-supplier environments.
• Strong major incident, problem and risk management experience.
• Excellent stakeholder management and communication skills.
• Ability to translate technical issues into business impact.
• Understanding of cloud platforms (Azure and/or AWS), infrastructure services, identity management and integration platforms.

Nice to Have

• ITIL v4 certification.
• Experience with Site Reliability Engineering (SRE) practices.
• Exposure to platform engineering or cloud operations environments.
• Experience within regulated or critical infrastructure sectors.

Why Apply?
This is an opportunity to take ownership of a high-profile platform services function that supports critical operational services at scale. you'll have genuine influence over service strategy, resilience, supplier performance and operational excellence while working with senior business and technology leaders. If you are interested in finding out more, please apply today!