Job Description

Lead Service Manager
About Reply Glue:
Glue Reply is the outcome-focused Architecture specialist within the Reply Group. Through services encompassing Business Change/Transformation, Strategy & Architecture, Data exploitation and Integration, Glue Reply is able to help its clients succeed by turning strategy into tangible solutions and vision into practical outcomes. Glue Reply diagnoses the challenges and advises on the way to make real impact - enabling its clients to deliver.
Role Overview:
As a Lead Service Manager at Glue Reply, you will be responsible for managing a team of service delivery technicians and security analysts to ensure the efficient and effective delivery of services. You will play a key role in maintaining the high standards expected by our blue chip clients, combining strong leadership and technical expertise to deliver applications and services. This position is vital in supporting Glue Reply's reputation as a leading consultancy in digital product design, delivery, and data engineering in the UK.
Responsibilities:

• Oversee daily service delivery and security operations, ensuring compliance with established processes, procedures, and ITIL principles.
• Lead and coordinate support teams to resolve incidents, problems, and service requests within defined SLAs, acting as the escalation point for complex technical issues and major incidents.
• Monitor, triage, and manage incidents and service requests, ensuring timely resolution and adherence to organisational governance and regulatory standards.
• Coordinate and implement regular software changes, participating in change management and release readiness activities.
• Track, analyze, and report on KPIs and SLAs, identifying trends, bottlenecks, and areas for improvement in service delivery and security operations.
• Develop and maintain service delivery documentation, knowledge bases, and SOPs to support operational excellence.
• Prepare and present regular performance reports to senior management and clients, recommending opportunities for process and tool enhancements.
• Provide technical guidance to team members, oversee ticket queues, maintain strong stakeholder relationships, and drive continual improvement based on feedback and industry trends.

About the Candidate:

• Strong leadership, coaching, and team-building skills, with a proven ability to inspire and motivate teams.
• In-depth knowledge of service delivery and ITIL Service Management practices, including incident and change management processes.
• Proficient in ITSM tools such as ServiceNow and experienced with cyber security concepts and SIEM tools.
• Demonstrated experience with public cloud providers (ideally AWS), CI/CD pipelines, and DevOps tools like Jenkins, Ansible, and GIT.
• Skilled in Linux-based operating systems and familiar with Agile software development methodologies.
• Excellent project and people management abilities, with a strong customer-centric approach and commitment to continual improvement.
• Exceptional problem-solving, troubleshooting, and organisational skills, capable of managing multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to work effectively within a team and contribute to team growth through mentoring and feedback.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.
Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.