Software Service Manager

Manager

Remote

August 7, 2026

Application ends: November 4, 2026

Job Description

REQUIREMENTS

Experience working in a commercial information technology software environment with a thorough understanding of service management.
Eligibility for security clearance is required.
Experience adhering to the disciplines and quality standards of service and project management, ideally with a good understanding of the ISO 20000 standard.
Evidence of developing and managing client-supplier relationships.
Considerable experience in a relevant technical environment.
Experience facilitating workshops and discussions.
Ability to make sensible decisions under pressure while balancing client demands and company commercial considerations.

RESPONSIBILITES

Manage the day-to-day delivery of software support services and engage in relevant client relationships across multiple projects.
Manage people, resources, finances, and reporting while ensuring adherence to robust quality standards, including ISO 20000.
Assist the senior management team with business growth within existing accounts and support business development activity for potential new clients.
Manage the transition of projects from the development environment into support and project-manage minor development and service work.
Act as a key interface between technical, functional, and client teams.
Develop, implement, and maintain service standards and procedures for the Managed Services Practice.
Support the Senior Service Manager with service delivery, including contractual service-level agreements, staff planning, financial operations, and customer satisfaction.
Manage blended service teams across multiple locations in collaboration with client and partner resources.
Ensure regular reporting to clients and management through client service meetings and internal support reviews.
Manage incident escalations and escalate them to senior management when appropriate.
Support account growth and assist with the sales and procurement cycle to position the company for profitable new business.
Understand and manage contracts and commercial terms to ensure compliance.
Support negotiation of service-level agreements, support contracts, and third-party contracts.
Motivate and empower teams to create a positive culture where people can perform, learn, and grow.
Ensure team members have clear goals, receive regular feedback, and have timely and constructive appraisals.
Ensure team members have learning and development objectives to maintain the skills required for the relevant service.
Take responsibility for staffing teams and onboarding new team members.
Build and maintain collaborative relationships with clients, suppliers, and third-party stakeholders.
Ensure service governance arrangements and technical quality standards are implemented and followed throughout the project lifecycle.
Manage service risks and issues, escalating them when appropriate.
Ensure compliance with confidentiality, nondisclosure, and information-security policies.
Work with quality compliance teams and external auditors to maintain accreditation standards.
Contribute to continuous improvement initiatives within management and leadership capability.
Encourage innovation in technology and process within and beyond the Managed Service Practice.
Assist with recruitment activities to enable organizational growth.