Lead Service Management Specialist

Benefact group; Gloucester; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading service management solutions provider in Gloucester is seeking a Lead Service Management Specialist. In this vital role, you'll lead a team of Service Managers, ensuring that IT service functions deliver exceptional value while driving continuous improvement. Your expertise in ERP platforms, particularly Workday, and understanding of ITIL principles will be crucial. This position offers a chance to work in a collaborative culture focused on sustainability and charity.

Benefits

Career development opportunities

Collaborative and inclusive culture

Commitment to charity and good causes

Qualifications

• Proven leadership experience managing and developing a team.
• Strong background in ERP platforms, particularly Workday.
• Deep understanding of ITIL principles and compliance requirements.

Responsibilities

• Lead and develop a team of Service Managers focused on accountability and continuous improvement.
• Drive governance for ITIL-aligned practices and monitor OLAs/SLAs for services.
• Act as the strategic owner for ERP and payment services, ensuring compliance.

Skills

Leadership experience in service management

ERP platforms knowledge (Workday required)

Understanding of ITIL principles

Excellent stakeholder management skills

Commitment to customer service quality

Job description

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref:204593

About the role

Benefact Groupare looking for a Lead Service Management Specialist to join our Gloucester office.

This is a senior role reporting directly to the Head of Service Experience, where you’ll lead a team of Service Managers and act as the strategic owner for IT-provided services across ERP and payment platforms. You’ll ensure that Service Management functions deliver exceptional value to the business, balancing operational stability with continuous improvement, and driving service excellence in areas critical to finance, HR, procurement, and customer transactions.

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

• Lead and develop a team of Service Managers, fostering a culture of accountability, collaboration, and continuous improvement.

• Drive governance for ITIL-aligned practices, ensuring OLAs/SLAs are defined, monitored, and achieved for ERP and payment services.

• Act as the strategic owner for ERP (including Workday) and payment services, ensuring stability, security, and compliance across enterprise-wide platforms.

• Serve as the primary liaison between ERP and payment system vendors, managing relationships and ensuring contractual obligations are met.

• Collaborate with business stakeholders to align IT services with business outcomes, focusing on process optimisation and service value.

• Champion service management best practices for SaaS-based ERP platforms, ensuring compliance and operational excellence.

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What you'll need to have

• Proven leadership experience in service management, with the ability to manage and develop a team.

• Strong background in ERP platforms (Workday experience essential) and payment systems (e.g., Worldpay).

• Deep understanding of ITIL principles, governance frameworks, and compliance requirements for financial and transactional systems.

• Experience managing global or multi-country services and third-party vendors.

• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

• Commitment to delivering exceptional customer experience and service quality.

What makes you stand out

• Track record of owning and improving ERP or payment services in complex environments.

• Experience aligning IT services with business objectives across finance, HR, and procurement functions.

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