Remote opportunity at
KainosSenior Software Service Manager
Kainos seeks a Senior Software Service Manager to help direct and manage Software Support Services within designated areas of ownership. This permanent, full-time position involves leading…
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About This Role
Kainos seeks a Senior Software Service Manager to help direct and manage Software Support Services within designated areas of ownership. This permanent, full-time position involves leading service teams, optimizing operational processes, and cultivating client relationships to secure follow-on business. The employer operates in a commercial consulting environment, delivering digital services and Workday solutions with a focus on a people-first culture and team collaboration. The role requires managing multi-disciplined service teams…
Job Description
Kainos seeks a Senior Software Service Manager to help direct and manage Software Support Services within designated areas of ownership. This permanent, full-time position involves leading service teams, optimizing operational processes, and cultivating client relationships to secure follow-on business. The employer operates in a commercial consulting environment, delivering digital services and Workday solutions with a focus on a people-first culture and team collaboration.
The role requires managing multi-disciplined service teams across multiple locations, overseeing financial aspects such as forecasting and invoicing, and handling incident escalations. Key duties include guiding service availability, reliability, and performance, establishing continual service improvement programs, and collaborating with business development leads during the sales and procurement cycle. Successful candidates will motivate personnel, set clear goals, conduct appraisals, manage staffing and onboarding, and ensure strict compliance with information security, confidentiality policies, and quality standards.
This position is suited for experienced professionals with a strong background in commercial software service delivery, particularly involving central government projects and GDS standards. Candidates must possess active security clearance, ITIL foundation accreditation, and a solid understanding of service management disciplines, ISO standards, and contemporary software engineering practices.
Responsibilities
- Oversee a multi-disciplined service team focused on availability, reliability, and performance across multiple locations
- Lead client service review meetings and internal support reviews while ensuring regular reporting
- Manage project financial aspects including forecasting, reporting, and invoicing
- Handle incident escalations involving Kainos and third-party stakeholders
- Support future growth by assisting with the sales and procurement cycle alongside business development leads
- Contribute to bid content, collateral creation, and client presentations for the Managed Service Leadership team
- Motivate staff, establish clear goals, provide regular feedback, and conduct appraisals
- Handle team staffing, onboarding, and capability development
- Ensure adherence to service governance, technical quality standards, and confidentiality agreements
- Assist with recruitment activities to support organizational growth
Requirements
- Extensive commercial experience in software service delivery consulting
- Demonstrable success and thorough understanding in a service management role
- Experience working with the UK public sector and central government with knowledge of GDS standards
- Active Security Clearance
- Experience in setting up a support service or managing service transition
- Understanding of service and project management quality standards, ideally including the ISO2000 standard
- Evidence of building and managing client-supplier relationships
- Broad technology awareness and understanding of contemporary software engineering practices
Qualifications
- Minimum accreditation of ITIL foundation or similar
- Experience utilizing key ITSM tools such as ServiceNow
- Proven track record of securing significant follow-on business from existing clients
- Intermediary level accreditation in ITIL or similar
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting lists the location as remote and indicates the role operates remotely.
What type of employment is this?
This is a permanent, full-time opportunity with no contracting role available.
What are the minimum certification requirements?
Candidates must hold a minimum accreditation of ITIL foundation or a similar qualification, along with active security clearance.
What is the salary for this role?
The salary is not stated in the job posting.
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