Job Description Lead IT Service Manager | Hybrid working London, Bristol or Manchester | £650-£700 per day Inside Ir35 As the Lead IT Service Manager you will have responsibility for setting, maintaining and reporting on service levels across the different parts of One Login, managing strategic changes, overseeing vendor relationship management and driving continuous improvement; reporting into the Deputy Director of Operations. This is a leadership role responsible for the overall Service Experience, ensuring that it meets the needs of End Users. This is a critical role in hardening the Service Management capability of OneLogin as it prepares to move to CNI status in the future. The Lead IT Service Manager is responsible for: Working across the programme to establish and maintain agreed service levels, processes and procedures for the capabilities in scope of the Service Management function e.g. capacity management, supplier relationship management, change enablement, service reporting. Taking ownership for managing the service aspects of the relationship with the growing number of One Login Relying Parties. Providing advice, expertise and support to ensure adoption and compliance to policies, standards and best practice Coordinating reporting and key metrics across live service operations so that these can be fed into relevant programme governance forums as well as for senior stakeholders. Ensuring day to day join up and alignment of activities between live service and product teams. Working with broader live service team to identify opportunities for improvement in processes including Service Transition, Vendor Management and Reliant Party Service Management Managing key service changes - this includes transitioning the new face to face service into live, alongside any required decommissioning activities. Assessing readiness of new services/products against agreed service acceptance criteria and ensuring that governance and approvals processes are agile, fit for purpose and proportionate. Oversight for vendor relationship management to ensure that outsourced services meet the expected standards. Escalating as appropriate. Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve the efficiency of service delivery to enable the development of One Login Identifying risks to services and proposing mitigations. Managing a wide range of stakeholders internally and externally, with focus on timely delivery and live service outcomes. Acting as the Major Incident Manager on an ad hoc basis, as part of a wider Major Incident support team. (Note that support and guidance will be provided) Skills, experience: Experience of working in the government or wider public sector is beneficial. Service Management Framework knowledge (Relevant skill level: practitioner) User focus (Relevant skill level: practitioner) Service focus (Relevant skill level: practitioner) Strategic thinking (Relevant skill level: practitioner) Supplier management Working in a Agile environment (ideally continuous deployment) BPSS whilst undergoing full security clearance.