Software Service Manager
As a key member of the Platforms and Service function within the Technology & Data division, the Software Service Manager is responsible for the end-to-end oversight, performance, and continuous improvement of strategic Enterprise SaaS solutions across the organization. This role ensures that all services are delivered in line with defined service levels, are cost-effective and secure, and consistently meet the evolving needs of both the business and end users.
The Software Service Manager plays a pivotal role in service governance, ensuring that IT services are robust, well-documented, and aligned with enterprise-wide strategies and compliance requirements. They are accountable for the entire service lifecycle—from design and transition through to operations and ongoing improvement—focusing on driving service quality, stability, and efficiency.
Acting as the primary liaison between technical delivery teams, third-party vendors, and business stakeholders, the Software Service Manager ensures seamless coordination and communication across all parties. They facilitate timely and effective incident response and resolution, root cause analysis, and post-incident reviews, while also proactively identifying opportunities for service optimization and innovation.
A critical aspect of the role involves fostering a culture of continuous improvement, using data-driven insights, service metrics, and stakeholder feedback to enhance service performance and user experience. The Software Service Manager contributes to strategic decision-making, ensures that service roadmaps are aligned with business priorities, and helps to embed best practices in service management frameworks such as ITIL.
Ultimately, this role is instrumental in delivering high levels of operational excellence, customer satisfaction, and reliability across the software service landscape, supporting the organization’s broader digital and business transformation goals.
Principal Accountabilities
Service Mindset - Ensuring the transition of new initiatives into the support model is a vital part of the role. Putting in place processes and measures to maintain appropriate levels of service whilst motivating the wider teams to follow.
Stakeholder Management - Managing stakeholders across the business and Technology & Data department, as well as third parties is vital to the role. Establishing strong working relationships across all levels of the group whilst fostering creative and challenging environments.
Software Service Management Sub-Profession - Taking responsibility for and driving best practices within the sub-profession of service management within the Platforms & Service function. This will include a combination of internal and 3rd party resources who are able to support our software successfully on all fronts.
Service and Security - Play a leading role in considering and ensuring both Service and Security elements are a key deliverable of new initiatives
Continuous Improvement - Using key performance indicators and metrics, identify and execute on areas for improvement and efficiencies on a continuous basis, balancing all demands and priorities across software delivery and from our external stakeholders.
Leadership - Providing clear direction and reporting across all software as a service related initiatives, and deliver against a common vision. Deputise for the Head of Enterprise SaaS when required.
Contracts and Partners - A number of 3rd party partners will be utilised and as such ensure alignment within standard ways of working as set out by the Enterprise SaaS function, whilst understanding contractual obligations and agreements with the third party is a critical element to the role
What you’ll need to have/be:
Oracle Fusion experience preferable but not essential
Educated to degree level or above in Computer Science or other relevant subject, or equivalent industry experience.
Experienced in working with 3rd parties delivering software service support
Evidence of setting up procedural frameworks to establish successful software service management processes and adhering to established frameworks while faced with challenging situations, whilst driving the adoption of best practices throughout the function
Proven track record of delivering results with experience in adapting to unexpected changes with the ability to embrace those changes
Ability to evaluate consumer feedback and instituting changes as necessary to manage expectations
Demonstrable track record of embedding and implementing continuous improvements and value add initiatives
What’s in it for you?
You’ll be supported by some fantastic training and development and have the opportunity to learn, grow and develop across the Travis Perkins Group.
We’ll also equip you with a benefits package that grows as you grow with the company:
A bit about us
As the largest distributor of building materials in the UK, Travis Perkins has been helping to build Britain for over 200 years.
With over 5 businesses, 19,000 colleagues and more than 1,200 branches, stores and sites around the UK we believe we have the best people and the best place to work. Everyone works hard together to deliver results, but most importantly, have some fun along the way!
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