Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref: 204876

About the role

Benefact Group are looking for a Service Management Specialist to join our Gloucester office.

As a Service Management Specialist, you will be part of a proactive and customer‑focused Service Experience team. You'll play a key part in ensuring IT services consistently meet business needs by driving effective ITSM practices, managing service performance, and fostering strong relationships across business and supplier communities.

You will support the stability, reliability, and continuous improvement of a range of IT services, with a particular emphasis on third‑party provided, remotely managed, and cloud‑hosted solutions. Strong experience with Sapiens technologies, particularly the IDIT suite, as well as enterprise document management platforms such as Box, will be a distinct advantage.

This is a hands‑on service management role, ideal for someone who excels in service ownership, supplier performance management, and ITIL‑aligned service delivery within complex, multi‑vendor environments.

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

• Champion and promote a strong IT service culture across the organisation, identifying service improvement opportunities to enhance service quality, stability, and customer satisfaction.

• Oversee and support ITSM processes in line with ITIL best practices, ensuring service performance is effectively measured, monitored, and optimised.

• Manage day‑to‑day service operations including incident, problem, change, and request fulfilment, ensuring services consistently meet agreed SLAs and OLAs.

• Act as a service owner for assigned business‑critical services, with particular focus on Sapiens IDIT, Box Document Management System, cloud‑hosted applications, and third‑party supported platforms.

• Review service metrics and management information, analyse trends, and proactively drive corrective or preventive actions.

• Maintain service availability, reliability, and performance reporting, ensuring service targets are met and improvement plans are initiated where required.

• Build strong working relationships with business stakeholders, IT delivery teams, and suppliers to ensure clear communication, effective issue resolution, and continued alignment of services to business needs.

What you'll need to have

• Experience in IT service management, service operations, or similar roles.

• Strong working knowledge of ITIL service management practices; ITIL certification or willingness to achieve certification.

• Proven experience managing third‑party delivered services, including remotely managed and cloud‑hosted solutions.

• Experience acting as a service owner for business‑critical applications or platforms.

• Ability to communicate effectively and confidently with technical teams, business stakeholders, and external suppliers.

• Experience analysing service data, identifying recurring issues or root causes, and driving measurable service improvements.

• Demonstrable ability to build productive, trusted, and collaborative stakeholder relationships.

What makes you stand out

• Experience working with Sapiens technologies, ideally the IDIT suite within an insurance or financial services environment.

• Experience managing or supporting enterprise document management systems, preferably Box.

• Experience working within regulated industries, such as insurance or financial services.

• Familiarity with service performance reporting, continual service improvement (CSI), and supplier performance management frameworks.

• Experience holding suppliers to account through structured reviews, service governance forums, and improvement planning.

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

Hear from the hiring manager

"This is a great opportunity to take ownership of service management for a critical technology partner, working closely with the vendor and internal teams to ensure services are reliable, well‑governed, and continuously improving."

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