Service Line Manager

  • Location

    Malvern, Worcestershire

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Experis UK

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  • Published:

    6 months ago

  • Expiry date:


  • Client:


Service Line Manager - Malvern

Our client are experts in defence, aerospace, security and related markets, they draw on extensive technical knowledge and intellectual property to provide the know-how and support to solve some of the world's most challenging problems. The people make the critical difference to customers by providing unique approaches to problem solving. Why don't you join some of the world's finest scientific and technical minds and help make tomorrow work today?

As the organisation continues to grow into new markets around the world, there's never been a more exciting time to join. The formula for success is the appetite for innovation, courage to take on a wide variety of complex challenges and motivated people who work to deliver the best possible solutions to partners. Our client offers the opportunity to work on cutting edge projects, enabling customers to protect, improve and advance their vital interests.

The Role

As the Service Line Manager, you'll be responsible for ensuring the quality of service provided by the operational service teams and for making sure that key performance indicators are met and maintained. In this role you'll act as a focal point and co-ordinator for service development activity, through the management of SCRUM teams and as a controller of technology assets used in the delivery of service.

This is an internal facing role with responsibility for the day to day technical operation of a given service within the organisations Service Portfolio, reporting directly to the Operations Manager who holds overall accountability. You'll be responsible for assessing and measuring service output and to make recommendations for operational improvements across service lines. This is an important role as you'll also required to collaborate with the Operations Manager to understand changes in the technical operation capability in order to support continuous service improvement.

Key Accountabilities:

  • Ensure allocated service lines within the Service Portfolio are compliant, delivered effectively and meet the expectations of the business and its customers
  • Provide SCRUM leaderships to allocated service lines, ensuring that delivery teams can function effectively
  • Provide overall co-ordination of technology components of an allocated service line, to ensure that operations can be maintained
  • Provide service and technical knowledge expertise for the allocated service lines and take ownership for keeping technical knowledge up to data and relevant.
  • Act as a single point of contact for service lines, its quality, availability and performance. Also be able to resolve any complex issues that may arise in relation to this.
  • Responsible for ensuring that the output of the allocated service line supports Internal and external customer Service Level Agreements and Key Performance Indicators.
  • Actively seeks out opportunities for continuous improvement for both the operational process and service offering.
  • Able to identify trends in the external market and changes in customer demand to make suggestions and help implement improvement to the existing service offering.
  • Contributes to the development and selection of technology and tools that are used to support the operation of allocated services

Key Capabilities

  • Knowledge of Agile, SCRUM and ITIL methodologies
  • Knowledge of fundamentals of Information Technology and system design
  • Ideally knowledge and experience in organisational effectiveness and operations management
  • Ability to analyse data
  • Resource co-ordination in a functional and matrix organisation.
  • Ability to influence stakeholders across various positions and levels

Experience & Qualifications:

  • Experience of working in an Information Technology domain
  • Experience in Technical Operations Management across, complex, managed service and product propositions
  • Degree educated in Information Technology or equivalent experience
  • Working knowledge of or qualification in ITIL and SCRUM methodologies
  • Experience of driving operational excellence across existing delivery teams
  • Experience in allocation and co-ordination of workload within a team


You'll receive a competitive base salary, working within an organisation that promotes flexibility and a strong work-life balance.

Additional benefits include:

  • 25 days Annual Leave - rising one day per year of service (up to 30 days) with options to buy / sell holidays
  • Pension - the organisation will pay 1.5 times (your personal contribution up to a maximum of 7%).
  • Share Incentive Plan - pay £10 - £150 per month into the plan and the company will give one free share for every 3 shares purchased.
  • Income Protection - If you fall ill for more than 6 months you may be eligible to receive income protection benefits broadly equal to 50% of your basic salary
  • Private Medical Insurance - Employees can insure themselves and their family at discount rates for PMI.
  • Health Screening - need a Health MOT? Employees can take advantage of a comprehensive health check through a tax efficient route.
  • Target Based bonus - dependent on company and department performance