Service Manager

UBDS

Service Manager responsible for end-to-end delivery and performance of Managed Services at UBDS Group. Ensuring compliance, continual improvement, and strong client relationships in cloud environments.

Posted 6/4/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureCloud

About the role

Key responsibilities & impact

Own Managed Service performance and contractual compliance
Design and manage SLAs, KPIs and OLAs aligned to client outcomes
Lead governance forums and Service Reviews
Act as the primary escalation point for service risks and issues
Monitor and report on operational and DevOps metrics, including availability, change success rate, deployment frequency and MTTR
Ensure service controls operate effectively within CI/CD and agile delivery models
Balance release velocity with stability and risk management
Drive structured Continual Service Improvement initiatives
Act as the primary service contact for clients
Translate technical performance into business impact
Manage service risk, scope and contractual obligations
Identify opportunities for optimisation and service enhancement
Ensure effective Incident, Problem and Change Management
Oversee Major Incident communications and structured RCA
Work closely with cloud, platform and DevOps teams to ensure service resilience

Requirements

What you’ll need

Proven experience as a Service Manager with full service accountability
Strong experience designing and managing SLAs in cloud environments
Experience operating within DevOps / CI/CD-driven delivery models
Strong ITIL knowledge (v4 preferred)
Experience running governance boards and Service Reviews
Strong understanding of:
- Cloud infrastructure (Azure preferred)
- DevOps operating models and CI/CD pipelines
- Infrastructure-as-Code principles
- Observability and reliability metrics
- Commercially aware and outcome-focused
Confident with both technical teams and senior stakeholders
Structured, data-driven and calm under pressure
Comfortable operating in fast-moving cloud environments

Benefits

Comp & perks

Training – All team members are offered a number of options in terms of personal development, whether it is technical led, business acumen or methodologies. We want you to grow with us and to help us achieve more
Private medical cover for you and your spouse/partner, offered via Vitality
Discretionary bonus based on a blend of personal and company performance
Holiday – You will receive 25 Days holiday, plus 1 day for Birthday and 1 day for your work anniversary in addition to UK bank holidays
Electric Vehicle leasing with salary sacrifice
Contributed Pension Scheme
Death in service cover

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Hard Skills & Tools

SLA managementKPI designOLA managementDevOps metricsCI/CDIncident ManagementProblem ManagementChange ManagementInfrastructure-as-CodeObservability metrics

Soft Skills

leadershipcommunicationcalm under pressuredata-drivenclient managementrisk managementservice improvementstakeholder engagementgovernanceoptimisation

Certifications

ITIL v4