Service Manager

Recruiter
Curve Group Holdings Ltd
Location
Peterborough
Posted
12 Apr 2019
Closes
28 Apr 2019
Contract Type
Permanent
Hours
Full Time
Service Manager - Chief Information Office – Peterborough

More about us

Aldermore is a fast growing and successful challenger bank supporting the UK’s SME entrepreneurs. To support our ambitious growth plans, a substantial investment is being made in the IT Service Delivery function. Our IT teams work across the business and with our external partners to build, manage and support a secure and reliable IT service to meet these exciting plans. As part of this investment, we are adopting a Service Integration and Management (“SIAM”) approach to managing both business and information technology services. The intention is to seamlessly integrate services to provide a single business-facing IT organisation that meets business requirements. This is a move away from managing technologies and infrastructure, to one of managing suppliers and services. By making this change the organisation will become more agile and flexible, able to scale services up and down as required to support business growth and expansion.

We are looking for talented and experienced individuals who want to join challenging yet rewarding environment. The organisation is big enough to provide career development opportunities, yet small and dynamic enough for everyone to make a difference, develop their skills and make a unique contribution to our future success.

The Role

As the Service Manager you will oversee the delivery of services from internal and external suppliers to ensure a consistently high service performance is delivered to Aldermore business users. You will monitor and evaluate customer feedback and develop quality improvement processes and plans with suppliers and internal teams. A key part of this role is to ensure that the services received from suppliers fulfill the service levels required from the Business. The creation and maintenance of a service portfolio of end to end business services is a major part of the role. This role holder will grow the service lines into the business and thus needs to have a depth of experience in service management to build relationships and confidence with Head of Delivery and senior business stakeholders.

You will be responsible for;

* Developing relationships and communication with stakeholders, customers and key users relating to business needs and translation into agreed service levels

* Day to day delivery of services provided by IT Service Delivery, managing suppliers and internal teams to the agreed service level targets and compliance with sub contracts or operational level agreements

* Ownership of service management documentation and accountability for the production of monthly service reports utilizing inputs from internal and external suppliers for submission to all stakeholders

* Designing, implementation and ownership of service management SLA’s, KPI’s and associated processes for governance and management

* Ownership of end to end service risks and or specific service management risks.

The Person

* Experience of using and promoting the use of the ServiceNow ITSM tool

* Strong communication skills, able to translate technical information to non-technical business users

* Previous experience of working within a SIAM environment

* Extensive experience in managing services to SLA’s and reporting on the performance of services

* Experience of project lifecycle management to ensure that service needs are designed and built as part of project delivery

* Good interpersonal skills with experience of influencing to a senior level

The Rewards

As you would expect, this opportunity offers a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development.

Agencies Paragraph

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

Aldermore is an equal opportunities employer

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