Service Manager

British Council Pay band: 8/E

Location: Noida, India

Department: Digital & Technology

Contract type: Indefinite (permanent)

Closing Date: 13th May 2026 at 11:59 PM Local Time

Starting salary: ₹25 to 35 lakhs per annum, depending on skills and experience, plus a performance-based annual bonus and additional benefits.

This role is open to candidates based in India with the legal right to work there. No relocation or sponsorship is provided. Hybrid working may be available, subject to business needs and line manager approval.

Role Overview

The Service Manager leads operational supplier relationships to ensure delivery against agreed KPIs and service targets across a complex global IT environment. Acting as the key liaison between the organisation and its suppliers, the role uses performance data and benchmarking to monitor delivery and drive continuous improvement.

This role sits within the Digital & Technology Directorate, which drives the organisation's digital strategy and transformation through secure, scalable platforms and services. As part of the Operations division, you will work closely with Service Leads, internal stakeholders, and external partners to ensure reliable service delivery through ITIL-based processes, while supporting the transition and continuous improvement of digital services across the organisation.

Accountabilities/Responsibilities

The Service Manager leads end-to-end supplier management across a complex IT environment, ensuring delivery against SLAs, KPIs, and contractual commitments. The role drives supplier performance, governance, and continuous improvement through data, benchmarking, and structured review processes. Acting as the primary point of contact for key stakeholders and suppliers, the role builds strong relationships, resolves issues, and ensures alignment with business and commercial objectives, while also overseeing retained service desk operations where applicable.

The role is accountable for the full supplier lifecycle, including strategy, performance management, and service improvement. It ensures robust governance, risk management, and compliance with organisational standards (including security and regulatory frameworks), while supporting commercial activities such as supplier reviews and negotiations. Working closely with Service Leads and wider stakeholders, the Service Manager identifies opportunities for improvement, supports organisational change, and ensures reliable, high-quality service delivery aligned to business needs.

Role Specific Skills

• Operational supplier management in a complex global IT environment
• Executive level relationship management of internal stakeholders and external suppliers

Role Specific Knowledge and Experience

• A proven track record of managing supplier relationships in a complex global IT environment.
• IT market expertise with a good knowledge of suppliers and the competitive environment they operate in.
• Experience in service desk management

Education/Professional Qualifications

• Degree qualified or equivalent experience.
• ITIL V4 Intermediate
• CIPS qualified is desirable