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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in software service delivery within a commercial environment, particularly in the UK public sector, while ensuring adherence to service management disciplines and quality standards. Proven ability to foster client relationships, manage service teams, and drive continual service improvement.
Highest-signal resume keywords
Service ManagementClient-Supplier Relationship DevelopmentITIL Foundation AccreditationExperience With ITSM ToolsActive Security Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DeliveryService TransitionProject Financial ManagementIncident ManagementService Level Agreement NegotiationQuality ComplianceRisk ManagementProcess ImprovementTechnology AwarenessContemporary Software Engineering Practices
Soft Skills
Team LeadershipClient Relationship ManagementMotivation and EmpowermentCommunicationFeedback and Appraisal
Tools & Technologies
ServiceNowISO20000 Standard
Certifications & Qualifications
ITIL FoundationIntermediate-Level ITIL Accreditation
Industry Keywords
ConsultingUK Public SectorGDS StandardsFinancial ServicesHealthGovernment
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Assist in directing and managing Software Support Services across assigned areas of ownership
- Oversee service team members, including service managers
- Identify future enhancements to processes and systems
- Foster strong client relationships and explore follow-on business opportunities
- Work with the Principal Service Manager to identify opportunities across assigned areas
- Oversee a multi-disciplined service team across multiple locations
- Focus on service availability, reliability, and performance
- Ensure service and support functions remain responsive to customer needs
- Provide regular reporting to clients and Kainos management
- Lead client service review meetings and internal support reviews
- Evaluate factors and risks affecting services, processes, resources, and strategic direction
- Manage project financial aspects, including forecasting, reporting, and invoicing
- Manage incident escalations within Kainos and with third parties
- Establish continual service improvement across the wider service delivery function
- Support business growth through sales and procurement cycles
- Contribute to bid content, collateral creation, and client presentations
- Promote successes through case studies, award submissions, blogs, and tweets
- Negotiate Service Level Agreements, support contracts, and third-party contracts
- Devise and cost viable solutions and contribute to account planning, QBRs, and customer engagement
- Motivate and empower teams and support a positive, creative culture
- Set team goals, provide feedback, and conduct appraisals
- Ensure team learning and development objectives
- Staff teams and onboard new members
- Build relationships with clients, suppliers, and third-party stakeholders
- Develop and enforce service governance and technical quality standards
- Manage service risks and issues
- Ensure confidentiality, security, and non-disclosure compliance
- Work with quality compliance teams and external auditors
- Contribute to management and leadership capability improvement
- Align with Technology, Experience Design, and Consulting capabilities
- Encourage technology and process innovation
- Assist with recruitment activities
Requirements
What you’ll need- Extensive experience working in a commercial environment (consulting) in software service delivery
- Thorough understanding of service management, with demonstrable success in a service management role
- Experience working with UK public sector (central government) and understanding of GDS standards
- Active Security Clearance
- Experience setting up a support service and/or service transition
- Experience adhering to service and project management disciplines and quality standards
- Good understanding of ISO2000 standard, ideally
- Minimum accreditation of ITIL Foundation or similar
- Evidence of developing and managing client-supplier relationships
- Good knowledge of at least one industry vertical, such as Financial Services, Health, or Government
- Broad technology experience and awareness of current technology trends
- Sound understanding of contemporary software engineering practices and behaviours
- Experience with ITSM tools such as ServiceNow preferred
- Evidence of securing significant follow-on business with an existing client preferred
- Intermediate-level ITIL or similar accreditation preferred
Benefits
Comp & perks- People-first culture
- Growth and professional development support
- Learning and development objectives
- Continuous improvement initiatives
- Recruitment accommodations or adjustments available
- Full-time, permanent employment