Senior Technology Service Manager

Senior Technology Service Manager Full Time | £46,628.00 to £54,399.00 (dependent on experience) Hybrid Southampton Who we are   We are Ordnance Survey, Great Britain’s national mapping service and a pioneer in geospatial technology. With over 230 years of trusted data, we empower better decisions, deeper understanding, and meaningful connections to the places we live, move through, and care for. About the role   As a  Senior Technology Service Manager  you will play a pivotal role in ensuring the operational excellence of our Business Systems, Positioning and Applying services.

You will lead and oversee Service Management processes, drive performance ensuring KPIs and customer expectations are met, ensure compliance with relevant standards and domain best-practice (including security), whilst also managing operational issues, DR readiness & risks. What you’ll do   Leadership:  Lead on Service Management practices, fostering collaboration and high performance   Service Management:  Oversee Incident, Problem, Change & Release Management, ensuring smooth operations with minimal operational impact  Service Level Management:  Define and agree KPIs & OLAs with stakeholders, ensuring service deliverables & customer expectations are met  Monitoring & Alerting:  Ensure robust monitoring and alerting is in place for key services & components  Configuration & Maintenance:  Ensure there is accurate & consistently maintained architecture and configuration documentation with related maintenance roadmaps  Compliance & Security:  Ensure adherence to standards, regulations and best practice, including proactive vulnerability scanning and remediation  Continuity Planning:  Advocate for & support the creation of Disaster Recovery and Business Continuity plans, ensuring these are regularly reviewed & tested  Risk & Issue Management:  Log, review, and escalate operational risks and issues as needed  Stakeholder Engagement:  Lead service reviews with internal teams and external suppliers, ensuring alignment with business needs  Project Support:  Ensure operational requirements and priorities are incorporated in development activities & facilitate smooth transitions into normal operations  Cost control:  Create cost estimates, ensure costs are monitored & remain within budget  What we’re looking for   Proven track record in Technology Service Management at a senior level  Good understanding of Dynamics 365 FSCM, Dynamics 365 Customer Engagement (CE), including BFIN and BSIN integrations, and website support would be an advantage.

Strong leadership skills with the ability to coach and develop teams and individuals  Expertise in ITIL 4 processes – Incident, Problem, Change & Release Management   Excellent communication and stakeholder management skills  Ability to manage complex issues, balance multiple priorities and work effectively under pressure. Experience of driving service improvement initiatives and embedding best practices across technology teams.

Three principles one direction    ​ Clear the path  – Cut the noise. Simplify. Move at pace  Seek the story  – Listen. Understand. Speak up Do what matters  – Focus on value Our principles unite us in delivering our Data & Destinations strategy with more simplicity, more clarity, and renewed momentum for each other and for our customers. They’re here to create more good days, and fewer harder ones but only if each one of us plays our part.

The Rewards     We want you to love what you do and feel supported to do your best work. Our benefits include:  Competitive salary and pension (OS contribute up to 12.07%)  Performance‑related bonus (where applicable)  28 days annual leave plus bank holidays (increasing with service)  Enhanced family leave, including paid partner leave  Hybrid and flexible working options  Learning and development support, coaching and mentoring  Free subscription to OS Maps and access to wellbeing support  Volunteering leave and matched fundraising  Location & workin