NATS is the UK's leading air navigation service provider, handling over 2 million flights each year. It provides air traffic control services from two control centres supporting airports all around the UK, as well as a wide range of commercial solutions to over 30 countries internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe. The Lead Service manager will lead on the in-service operations, supporting the design and build function of the NATS product portfolio. They will be responsible for developing and driving the strategic growth plan for the Service management function in line with product roadmaps and organisational growth. They will play an essential role in customer relations by providing efficient problem-solving and building lasting relationships. Duties include: Operational Responsibility Lead on the effective management of the day-to-day delivery of the Portfolio. Acting as a point of contact for Customer escalation of issues arising from the services that are not being satisfactorily resolved by Support teams (level 1, Level 2 and Level 3) Maintain focus on and identify actions to achieve continuous service improvement Conduct regular service governance review with customer and meet agreed success criteria Accountable for managing Service-related risks, issues, dependencies, and ensuring actions are updated, reviewed with stakeholders, and progressed for closure Ensure monthly service and other agreed reports are prepared and reviewed with customer and internal stakeholders Ensure Service Management policies, procedures and relevant documents are created and maintained as required in line with ITIL / ISO 20000 / ISO 27001 guidance Strategic Improvement Identify, propose, prioritise, and plan Continuous Improvement activities with regards to the services Ensure Service costs are optimised and aligned with the budgets from Project manager/ Finance team Manage all Service Management (SM) processes from design through service operations Lead periodic review of key SM processes and reports in line with service management Oversee all relevant Service Management processes, and provide feedback to the relevant support teams, increasing the quality of the data captured Supplier Management Lead on the coordinate with Supply chain to review supplier(s) performance on regular basis, review and renew contracts is required Develop and manage the roadmap for supplier consolidation and roadmap, defining and updating the preferred supplier list and criteria Coordination Tech stack Manage hybrid multi cloud, microservices based architecture Familiar with on-premise to cloud, cloud to cloud migration process Proactively manage obsolescence lifecycle for the assigned products and services Essential skills and experience: Honours degree or equivalent knowledge acquired through experience ITIL foundation certificate or higher (ITIL 3 or 4) and additional ITIL 3 or 4 ® Certification Path course certificates An accomplished, credible and respected leader with well developed communication, influencing skills in the service delivery domain Exercise substantial personal responsibility and autonomy Ability to take on a broad range of complex activities, in a variety of contexts, relating to quality management, process improvement and stakeholder engagement Is familiar with and can apply the principles of risk management Develop creative thinking concepts or finds innovative ways to approach activities Shows an appreciation of the wider business context. If you share our passion to advance aviation and keep the skies safe - we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.