Service Management Specialist

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref: 205341

About the role

Benefact Group is seeking a proactive and customer-focused Service Management Specialist to join our Service Experience function.

This is a hands-on service management role where you'll act as the service owner for a portfolio of IT services, ensuring operational stability, service quality, and customer satisfaction. You will work closely with business stakeholders, technical teams, and third-party suppliers to maintain reliable, well-governed services while driving continual improvement across the service lifecycle.

The successful candidate will play a key role in ensuring IT services deliver value to the business through effective service management practices, strong stakeholder engagement, and a commitment to service excellence.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group - where all profits go to charity and good causes.

What you'll be doing

• Act as the service owner for a portfolio of IT services, ensuring services remain stable, secure, and aligned to business requirements.

• Oversee day-to-day service operations, including Incident, Problem, Request, Change, and Major Incident Management activities.

• Monitor service performance, analyse trends, and identify opportunities to improve service quality, customer satisfaction, and operational effectiveness.

• Develop and maintain strong relationships with business stakeholders, ensuring services continue to meet evolving business needs.

• Manage relationships with third-party suppliers and service providers, ensuring contractual commitments, service levels, and performance targets are achieved.

• Support governance processes by assessing service impacts, contributing to change reviews, and ensuring the safe introduction of change into production environments.

• Produce and maintain service reporting, operational dashboards, service documentation, and improvement plans.

• Drive continual service improvement initiatives using service metrics, customer feedback, and operational data.

• Collaborate with technical teams to resolve complex service issues and improve service resilience and availability.

What you'll need to have

• Experience working within IT Service Management, IT Operations, or a similar service-focused role.

• Strong understanding of ITIL Service Management practices, with ITIL certification or willingness to achieve certification.

• Experience managing and supporting business-critical IT services.

• Experience working with third-party suppliers and managing service delivery against agreed service levels.

• Strong stakeholder management skills with the ability to communicate effectively with technical and non-technical audiences.

• Experience analysing service performance data and driving service improvements.

• Strong organisational, analytical, and problem-solving skills.

• Ability to build trusted and productive working relationships across business and technology teams.

What makes you stand out

• Experience acting as a Service Owner for one or more business-critical services.

• Experience working within regulated or complex enterprise environments.

• Experience supporting cloud-hosted and Software-as-a-Service (SaaS) platforms.

• Knowledge of service reporting, service governance, and continual improvement methodologies.

• Experience using ITSM platforms such as Jira Service Management, ServiceNow, or similar tooling.

What we offer

• A competitive salary - let's discuss it

• Hybrid working

• Group Personal Pension - up to 12% employer contribution

• Generous annual bonus scheme: on-target bonus between 6% and 24%

• 25 days annual leave plus bank holidays, and a holiday buy and sell scheme

• An array of health and wellbeing benefits, including private healthcare, income protection and life assurance

• £200 annual personal grant to a charity of your choice

• Encouraged to take at least one volunteering day per year

• Employee Assistance Programme

• Full study support to gain professional qualifications

• Access to virtual GP

• Enhanced maternity and paternity pay

About us

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

*Directory of Social Change’s UK Guides to Company Giving 2017-26