Lead Service Management Specialist

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job :204593

Benefact Group are looking for a Lead Service Management Specialist to join our Gloucester office.

This is a senior role reporting directly to the Head of Service Experience
, where you’ll lead a team of Service Managers and act as the strategic owner for IT‑provided services across ERP and payment platforms. You’ll ensure that Service Management functions deliver exceptional value to the business, balancing operational stability with continuous improvement, and driving service excellence in areas critical to finance, HR, procurement, and customer transactions.

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.

• Lead and develop a team of Service Managers
  , fostering a culture of accountability, collaboration, and continuous improvement.
• Drive governance for ITIL‑aligned practices
  , ensuring OLAs/SLAs are defined, monitored, and achieved for ERP and payment services.
• Act as the strategic owner for ERP (including Workday) and payment services
  , ensuring stability, security, and compliance across enterprise‑wide platforms.
• Serve as the primary liaison between ERP and payment system vendors, managing relationships and ensuring contractual obligations are met.
• Collaborate with business stakeholders to align IT services with business outcomes, focusing on process optimisation and service value.
• Champion service management best practices for SaaS‑based ERP platforms
  , ensuring compliance and operational excellence.

• Proven leadership experience in service management, with the ability to manage and develop a team.
• Strong background in ERP platforms (Workday experience essential) and payment systems (e.g., Worldpay).
• Deep understanding of ITIL principles
  , governance frameworks, and compliance requirements for financial and transactional systems.
• Experience managing global or multi‑country services and third‑party vendors.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.
• Commitment to delivering exceptional customer experience and service quality.

• Track record of owning and improving ERP or payment services in complex environments.
• Experience aligning IT services with business objectives across finance, HR, and procurement functions.
• Ability to manage multiple priorities and drive results in a fast‑paced, evolving environment.

• A competitive salary - let's discuss it
• Hybrid working
• Group Personal Pension - up to 12% employer contribution
• Generous annual bonus scheme between 7.5% and 30%
• 28 days annual leave plus bank holidays, and a holiday buy and sell scheme
• An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
• £200 annual personal grant to a charity of your choice
• Encouraged to take at least one volunteering day per year
• Employee Assistance Programme
• Full study support to gain professional qualifications
• Access to virtual GP Enhanced maternity and paternity pay

"This is a great opportunity to join us at an exciting time in Group Technology Operations. You would have a particular focus on service experience for our customers, supporting and influencing our journey. You’ll be a key member of the team, part of our first line of experience and last line of defence."

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people,…