Service Manager (Amazing Blue Chip Co!!!)

Recruiter
Jenrick Commercial
Location
Brighton
Salary
£60000 - £65000/annum + Bonus + Blue Chip Benefits
Posted
17 Jul 2017
Closes
16 Aug 2017
Contract Type
Permanent
Hours
Full Time
Service Manager, Amazing Blue Chip Company, Up to £65,000 + Great Blue Chip Benefits, Brighton Area

Background:

The Service Management team in Shared Services have accountability for the delivery of the services. As a fully outsourced function, Service Management also has the accountability for building and maintaining the relationships with their Tier-1 Partners.PURPOSE: 

Manage the operational service and customer relationships for all production services.  Ensure the Managed Service Provider(s) and Service Integrator deliver quality services that fully support the business aims and strategy through effective account management with all management levels in the business, Information Services and the Managed Service Providers.

Ensure service targets and metrics are monitored/reviewed and updated as appropriate to meet the business need. Monitor the appropriateness and achievement of Service Improvement plans and other continual improvement activities by the I&O Service Integrator and Managed Service Providers.  

PRINCIPAL ACCOUNTABILITIES:                                                 

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.  Represent Legal & General in non-commercial decisions with the Service Integrator, Managed Service Providers and Suppliers relating to 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 Delivery Managers 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 by the Service Integrator to all key parties on a regular basis and all associated activities associated with Change.

Skills Required:

Expertise in Operations Management and Service Delivery based on industry leading frameworks of ITIL, ideally in an outsourced environment.

Knowledge of a supplier infrastructure, IT strategy and supporting operational processes and practices, with a particular depth in the service towers for which responsible.

SLA/OLA Creation monitoring, communication and escalation

Creation and development of Service Improvement Plans

Understanding of the departmental responsibilities and roles and the inter-relationship between areas

Understanding of governance responsibilities in general and specifically relating to Audit, Compliance and Group Risk

Understanding of the responsibilities relating to Location Management and staff management  e.g. Health & Safety, Disaster Recovery, Environmental (Green) Issues

Qualifications:

Minimum ITIL Foundation Certificate.  ITIL Managers Certificate preferred.

Specific Experience:

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