Service Manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

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

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org