UBDS Group
Information Technology and Services
ServiceManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Service Manager at UBDS Group. Skills: Service management, SLA management, Client management. Own Managed Service performance. Own contractual compliance”
What You'll Achieve.
Align SLAs to client outcomes
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
Service Manager experience, Full service accountability, Design and manage SLAs, ITIL knowledge, Experience running governance boards, Experience running Service Reviews, Cloud infrastructure knowledge, DevOps operating models knowledge, CI/CD pipelines knowledge, Infrastructure-as-Code principles knowledge, Observability and reliability metrics knowledge, Commercially aware, Outcome-focused, Confident with technical teams, Confident with senior stakeholders, Structured, Data-driven, Calm under pressure, Comfortable in fast-moving cloud environments
Nice to Have
ITIL v4 preferred, Azure cloud infrastructure preferred
What You'll Do.
Own Managed Service performance
Own contractual compliance
Lead governance forums
Act as primary escalation point
Monitor operational metrics
Report on operational metrics
Monitor DevOps metrics
Report on DevOps metrics
Ensure service controls operate
Balance release velocity
Balance risk management
Drive Continual Service Improvement
Act as primary service contact
Translate technical performance
Manage contractual obligations
Identify opportunities for optimisation
Identify service enhancement
Ensure Incident Management
Ensure Problem Management
Ensure Change Management
Oversee Major Incident communications
Oversee structured RCA
Work closely with cloud teams
Work closely with platform teams
Work closely with DevOps teams
How You'll Work.
Team & Collaboration
Cloud teams; Platform teams; DevOps teams
Communication Scope
Client communication
Full Job Description
UBDS Group delivers secure, scalable digital and data solutions across public and private sector environments. We specialise in cloud-native architecture, secure systems engineering, and complex digital transformation programmes. As a Service Manager at Rayo, part of the UBDS Group, you will own the end-to-end delivery and performance of Managed Services across one or more client accounts. You will be accountable for SLA design, service governance, performance management and continual improvement within modern cloud and DevOps-enabled environments. This is a fully accountable role, requiring strong commercial awareness, stakeholder confidence and service leadership maturity. ### Key Responsibilities * Own Managed Service performance and contractual compliance * Design and manage SLAs, KPIs and OLAs aligned to client outcomes * Lead governance forums and Service Reviews * Act as the primary escalation point for service risks and issues * Monitor and report on operational and DevOps metrics, including availability, change success rate, deployment frequency and MTTR * Ensure service controls operate effectively within CI/CD and agile delivery models * Balance release velocity with stability and risk management * Drive structured Continual Service Improvement initiatives * Act as the primary service contact for clients * Translate technical performance into business impact * Manage service risk, scope and contractual obligations * Identify opportunities for optimisation and service enhancement * Ensure effective Incident, Problem and Change Management * Oversee Major Incident communications and structured RCA * Work closely with cloud, platform and DevOps teams to ensure service resilience ### Requirements * Proven experience as a Service Manager with full service accountability * Strong experience designing and managing SLAs in cloud environments * Experience operating within DevOps / CI/CD-driven delivery models * Strong ITIL knowledge (v4 preferred) * Experience runn
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