Senior Service Manager

Overview

Join Kainos and Shape the Future. At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture
, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark?
Join us and be part of something bigger.

Senior Software Service Manager responsibilities include directing and managing Software Support Services across assigned areas, overseeing other members of the service team including service managers, identifying future enhancements to processes and systems, and fostering strong client relationships to explore opportunities to win follow-on business with existing customers. You will work closely with the Principal Service Manager to identify opportunities across a range of areas within your area of ownership.

This is a full-time, permanent role (no contracting).

Delivery

• Oversee a multi-disciplined service team with a customer-centric support approach across multiple locations, focused on service availability, reliability, and performance.

• Ensure all service and support functions remain responsive to customer needs.

• Ensure regular reporting to clients and Kainos management; lead client service review meetings and internal support reviews.

• Evaluate factors and risks that impact services
  , operational processes, resources, and strategic direction to enable the most appropriate route of change.

• Manage the financial aspects of projects including forecasting, reporting, and invoicing.

• Manage incident escalations – escalating within Kainos and third parties as appropriate.

• Demonstrable awareness of business and operational environments into which solutions have been delivered.

• Ensure that a programme of continual service improvement is put in place across the wider service delivery function.

Business Development & Account Management

• Support future growth by working closely with Principal Service Managers and the relevant Business Development leads, assisting with the sales/procurement cycle to best position Kainos to win profitable new business.

• Work closely with the Managed Service Leadership team, contributing to bid content, collateral creation, and client presentations.

• Promote successes Kainos-wide, to customers and the market, through case studies, award submissions, blogs, and social posts.

• Experience in negotiating Service Level Agreements, support contracts and third-party contracts.

• Devising and costing viable, winning solutions, and contributing towards account planning, Q  and the Customer Engagement process.

Team

• Motivate and empower teams to create a positive and creative culture for our people to perform well, learn and grow.

• Ensure all team members have clear goals, receive regular feedback, and have timely and constructive appraisals.

• Ensure team members have learning and development objectives to acquire and maintain the skills necessary for the relevant service.

• Have responsibility for staffing teams and on-boarding of new team members.

• Build and maintain constructive and collaborative relationships with the client, other suppliers, and third-party stakeholders.

Governance

• Ensure appropriate service governance arrangements and technical quality standards are developed and followed throughout the project lifecycle.

• Effectively manage service risks and issues, escalating where appropriate.

• Comply, and ensure the team complies, with all confidentiality and non-disclosure policies and agreements and ensure the security of information, always.

• Work with quality compliance and external auditors to ensure Kainos meets these standards for accreditation.

Professional Development and Growth

• Contribute to continuous improvement initiatives within the Management and Leadership Capability.

• Understand current thinking from the Technology, Experience Design and Consulting capabilities and drive alignment accordingly.

• Encourage innovation in technology and process within and beyond the Managed Service Practice.

• Proactively assist with recruitment activities to enable stable organisational growth.

Embracing our differences

At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are.

We also believe every candidate deserves a level playing field.

Our friendly talent acquisition team is here to support you every step of the way, so if you require any…