Service Manager (Amazing Blue Chip Co!!)

Jenrick Commercial
£50000 - £55000/annum + Bopnus + Great Blue Chip Benefits
13 Jul 2017
12 Aug 2017
Contract Type
Full Time
Service Manager, Amazing Blue Chip Company, Brighton Area, Up to £55,000 + Bonus + Great Blue Chip Benefits

About The Company:

Established over 100 years ago, this company is one of the UK`s leading companies. With nine million customers in the UK, this company is a blue chip one with a brand that is instantly recognisable. The culture of this company is also second to none, they really value their employees, this is why they have won numerous awards as they realise that the most important aspect of its business is its staff and customers.

The Role:

This is a new position in the company and the ideal candidate will have strong Service Management experience ideally gained within a Financial Services led organisation.  The client is looking for a real go getter !!, someone that is proactive in addressing and resolving issues with great stakeholder management skills as this role will involve liaison with many different stakeholders in the business.


Manage and develop relationships with the business at all levels, in particular director and senior management, Internal Stakeholders, Service Integrator and Managed Service Providers(MSP) to encourage an open and trusting relationship where information is freely exchanged.  Act as the end-to-end service owner on behalf of the relevant customers.

Act as end-to-end internal service owner for one or more service towers, demonstrating a strong understanding of current technology and service delivery for these towers and a good appreciation of industry trends for these services.  Ensure communications are in place to influence decision making and ensure that the Business and our MSPs are maximising the potential of their IT services.

Create, manage and maintain a Service Improvement Plan, that ensures systems & services are aligned with the drivers and objectives of the Business, meeting the targets specified with the SLA`s.  Facilitate continuous service improvement (CSI) by regularly engaging with management levels in the business to discuss short and long term service requirements.

Ensure that all SLAs and KPIs (Supplier and Business) are maintained and achieved.  Work with Commercial Operations to ensure that the required SLAs and KPIs are in place with our key suppliers and that they accurately reflect the service provided. Negotiate and agree service standards with the business, manage the Service Level Agreements put in place and regularly review performance with the customer. Gather customer perception to corroborate MI.

Work with IT Delivery Manager to ensure that the Operational Readiness is fully understood for all changes and the required support model is clearly defined and in place.  Ensure that the scheduling and communication of future changes is actively managed and communicated.

Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers` expectations are met, is consistent with what we have communicated and is aligned to Customer Experience.Whats in your DNA?

Ideally you will need to have experience in Service Management within a Financial Services Organisation and:

Minimum ITIL Foundation Certificate.  ITIL Managers Certificate preferred.
Key experience of Service Management in an outsourced environment.
Direct experience of managing supplier relationships.
Detailed knowledge and experience of SLAOLA development and management.
High level understanding of business strategy / objectives / structure / market place.  
Understand business IT requirements and implications / impact of service incidents