Service Manager

Technology platform service management role leading day-to-day ITIL-based policies, KPI reporting, incident management, and governance for a government-contract style environment. Responsibilities include acting as primary operational contact for client stakeholders, monitoring SLAs/KPIs, conducting governance sessions, owning P1/P2 escalations, producing incident reports and monthly MI/Board packs, tracking risks, driving continuous improvement, ensuring compliance with data security and regulatory standards, and leading technical teams to embed service management practices from requirements through delivery. Requires strong communication in formal governance settings, experience with incident/problem/change management, and ability to coordinate across cross-functional teams. Hybrid work pattern in Norwich with UK-wide regulatory/compliance awareness and a focus on reducing escalations and improving service quality.