Manager, Service Management

Role overview

We are currently seeking an experienced Manager, Service Management to Lead Governance, Compliance, Continuous improvement, Reporting, Problem Management, Back-office and Logistics and across our Infrastructure and Cloud Service Operations function.

Operating in Ambiguity

• Able to work effectively with high levels of ambiguity and incomplete information.

• Applying broad, structured and creative thinking to solve complex delivery and governance problems.

• Acting as a thought leader on service management practice, not just an administrator of process.

• Demonstrating strong self-starting behaviour, identifying problems and improvement opportunities without direction.

Key Duties & Responsibilities

• Own the Service Governance & Improvement framework, acting as a thought leader and technical authority on service management practice: defining and maturing policies, standards, process controls and continuous improvement activity. Own Service Transition and Problem Management.

• Own data analytics and reporting, using insight to identify systemic gaps and prioritise improvement effort.

• Maintain oversight of the Logistics function, ensuring equipment provisioning and distribution run reliably in line with agreed service levels.

• Define, track and report service governance and delivery KPIs/KRs to senior stakeholders, ensure compliance with agreed SLAs, KPIs and governance processes, and support the organisation’s Gartner IT Score improvement plan and ESM transformation.

• Coach, develop and manage the performance of direct reports, and act as an escalation and decision point for project delivery, governance and logistics issues.

• Partner closely with peer Service Operations managers and senior authorities across the business.

• Take accountability for high-impact, business-critical delivery even where elements sit outside core service management expertise.

• Undertake other duties as reasonably required in support of Service Operations objectives.

Essential Skills/Abilities

• Have strong working knowledge of ITSM/ITIL governance practices, policy and standards, with experience embedding continuous improvement frameworks.

• Have a working understanding of equipment/asset provisioning and distribution, sufficient to provide oversight of a logistics function.

• Have an understanding of control frameworks such as COBIT 2019, and experience supporting audit and risk review activity.

• Be able to define and interpret governance and delivery KPIs/KRs and translate them into clear insight for senior stakeholders.

• Have experience managing, coaching and developing a team, including direct line management of a manager.

• Be able to work effectively with peer managers and cross-functional teams to ensure joined-up practice.

• Be a confident communicator, able to engage technical teams, business stakeholders and senior leadership with equal credibility.

• Exposure to ISO27001 or SOC2 audits.

• Experience of utilising Jira, preferably JSM.

• Using AI in day to day work

• Clear and confident communicator in English, able to collaborate effectively across time zones and cultures