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 running governance boards and Service Reviews
Additional Skills
- Cloud infrastructure (Azure preferred)
- DevOps operating models and CI/CD pipelines
- Infrastructure-as-Code principles
- Observability and reliability metrics
- Commercially aware and outcome-focused
- Confident with both technical teams and senior stakeholders
- Structured, data-driven and calm under pressure
- Comfortable operating in fast-moving cloud environments
Employee Benefits
- Training - All team members are offered a number of options in terms of personal development, whether it is technical led, business acumen or methodologies. We want you to grow with us and to help us achieve more
- Private medical cover for you and your spouse/partner, offered via Vitality
- Discretionary bonus based on a blend of personal and company performance
- Holiday - You will receive 25 Days holiday, plus 1 day for Birthday and 1 day for your work anniversary in addition to UK bank holidays
- Electric Vehicle leasing with salary sacrifice
- Contributed Pension Scheme
- Death in service cover
Equal Opportunities
We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.