Job Summary

The COTS and Business Apps Service Manager supports the COTS and Business Apps Lead in delivering the service lifecycle roadmap and Applications Strategy for British Council applications, working closely with service providers and business stakeholders. The role oversees day-to-day service lifecycle activities, acts as the link between suppliers and the business, and ensures applications operate securely and efficiently within the Microsoft ecosystem. It is also accountable for integrating third-party SaaS solutions into the centralised Azure/Cloud enterprise architecture, ensuring alignment with identity, security, governance, policy and data protection requirements.

The role sits within the Digital and Technology Directorate, specifically the Operations division, which is responsible for secure, performant enterprise platforms, applications, connectivity and modern workplace services. Working through external suppliers and ITIL-based processes, the Service Manager will support the transition, delivery and continuous improvement of technology services while leveraging Microsoft Cloud, Entra ID, Intune and Microsoft 365 to provide secure, scalable and integrated enterprise solutions aligned with British Council business priorities.

Main responsibilities

The Service Manager will support the Principal for COTS and Business Applications in managing third-party suppliers, ensuring agreed service levels, policies, standards and continuous improvement objectives are achieved. The role will support the development and delivery of service lifecycle roadmaps, manage the COTS portfolio and licensing reconciliation, validate business and technical application requests, and act as a key stakeholder contact. It will also drive the onboarding and lifecycle of third-party SaaS applications, ensuring integration with Microsoft Entra ID, SSO,



automated provisioning and Intune, while maintaining compliance with British Council policies, UK GDPR, Data Protection Act 2018 and ISO 27001 requirements.

The role will provide consultancy, analysis and problem-solving support across applications and suppliers, including vendor risk and compliance assessments, AI vendor due diligence and readiness for AI-enabled capabilities such as Microsoft 365 Copilot. It will support high-priority incident resolution, assess business and procurement impacts of changes, ensure supplier contract and standards compliance, and work with D&T; and business stakeholders to strengthen service reliability and governance. The role will also oversee Video Conferencing services and solutions.

Role specific skills

- IT Service Management / ITIL Process delivery
- Supplier Management
- Project management
- Supplier governance and performance management
- Understanding AI service-level expectations
- Ability to identify opportunities for automation, productivity improvement, and cost optimization.
- Strong understanding of Microsoft Entra ID as it relates to Microsoft Cloud services, Enterprise Applications, App Registrations, SAML/OIDC, and conditional access policies.
- Knowledge of contemporary device management and application deployment mechanisms via Microsoft Intune.
- Understanding of enterprise information protection, data residency requirements, and DLP strategies within cloud applications.





Role specific knowledge and experience

Minimum / essential

- Experience of Managing Supplier Service Delivery
- Experience of managing COTS and Business Applications services in an outsourced, international, complex environment
- Experience conducting organizational compliance, risk assurance, and sub-processor reviews for 3rd-party SaaS vendors within strict public-sector or global frameworks.
- Proven track record managing complex global software licensing renewals and large-scale user deployments across decentralized business units.

Desirable

- Budget management

Language Requirements

- The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

Education

Minimum / Essential

- Degree qualified or equivalent experience.

Desirable

- An advanced degree such as a Masters in Business Administration or Information Technology is advantageous field such as business, administration, or service management

Professional Qualification and Certification

Minimum / Essential

- Qualification or high level of demonstrable capability with relevant COTS and Business Applications.
- Microsoft 365 Certified: Fundamentals

Desirable

- ITIL V4 Expert
- PRINCE 2 Practitioner
- AgileSHIFT
- Microsoft Identity and Access Administrator (SC-300) OR Information Protection and Compliance Administrator (SC-400)
- Software Asset Management (SAM) or specific vendor management certifications.
- Microsoft Certified: Azure Virtual Desktop Specialty

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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