Service Manager

At FCDO Services we protect the UKs interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission were on. In our world, it all matters.

Our Service Management community works with global customers, delivery experts and other stakeholders to ensure our services are of the very highest quality. Committed to meeting agreed outcomes, offering great value for money and aligning with business needs, were flexible, efficient and always ready to listen and adapt to the needs of our customers. Now, youve got the opportunity to join them.

Supporting customers globally.

Developing new ways of working.

Making an impact internationally.

It all matters.

Support, manage and develop a portfolio of vital services

When you join us as a Service Manager, youll be responsible for supporting a defined portfolio, and be committed to ensuring the services we offer are delivered with a strong customer focus and to the highest standards. Monitoring risks, providing clear insights, ensuring consistent day-to-day delivery and ready to make an ongoing contribution to continuous improvement, youll work collaboratively and flexibly as you promote consistency, resilience, knowledge sharing and best practice. Developing positive relationships with customers, suppliers, stakeholders and operational teams as you support our organisations ambitious plans, youll also ensure that the services you focus on are managed in accordance with agreed policies, standards, governance and contractual obligations.

Youll have a wide range of additional tasks these include monitoring performance, risks, compliance obligations and customer outcomes, contributing to improved efficiency, satisfaction and service quality, and maintaining accurate documentation, records, management information and performance reporting. Working to coordinate service change and transformation activities, and investigating any issues, risks or challenges that arise, well expect you to make an active contribution to our capabilities by sharing knowledge and helping to build a collaborative and resilient Service Management community. In addition, youll respond to changing business priorities and support our overall resilience by operating flexibly across a range of customer portfolios and service areas.

Use all your skills as you work to defend the UKs security interests

To be a success in this vital role youll have proven experience of building positive working relationships with a diverse range of colleagues, the ability to work in a high volume, complex service delivery environment, and be ready to support, encourage and coach other members of your team. Capable of contributing to change activities, service improvements and process updates, and of applying sound judgement while handling escalations and monitoring service performance, you should also possess the writing skills necessary to produce clear reports, reviews and operational updates for your senior colleagues.

You should hold or being willing to attain an ITIL Foundation qualification, and in addition to evidence of ongoing professional development, you should have a good awareness of service management principles, quality assurance frameworks and customer-focused service design. Its important that you possess excellent numeracy and digital capabilities, and in addition to an understanding of risk, compliance and audit expectations linked to service delivery, you should have good knowledge of performance management, KPIs and how data supports operational decisions. In addition to these skills, a Lean, Six Sigma, Agile, PRINCE2 or similar qualification would be desirable, as would knowledge of digital or workflow management systems and financial processes such as budgeting or cost controls.

Discover the support you need to grow your career further

But were always looking to improve just like you. Thats why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, youll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future teams work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk

Every single colleague must be security cleared before joining us. If youre successful in your application, well ask you to undergo our vetting process. You can find out more about this at fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk.

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know youre welcome and valued. Its what makes us a Disability Confident employer. And why were recognised as a Carer Confident workplace. And its how you know youre joining an inspiring, inclusive organisation.

We are looking for people with:

Qualifications

• ITIL Foundation qualification (or willingness to achieve).
• Evidence of ongoing professional development related to service delivery, operations or organisational processes.
• Good literacy, numeracy and digital capability in an operational environment.

Knowledge

• Awareness of service management principles and quality assurance frameworks.
• Understanding of risk, compliance and audit expectations linked to service delivery.
• Basic understanding of performance management, KPIs and how data supports operational decisions.
• Awareness of continuous improvement and customer‑focused service design.

Experience

• Experience building effective working relationships across teams.
• Operational experience within a service delivery environment, ideally high volume or complex.
• Experience supporting team delivery or coaching colleagues (formal line management not essential).
• Experience contributing to change activity, service improvements or process updates.
• Experience handling escalations and applying sound judgement within policy.
• Experience producing clear reports or operational updates for managers.
• Experience monitoring service performance and contributing to service reviews, reporting, or governance activities.