Service Manager

Robert Walters
Manchester, UK
13 Sep 2019
26 Sep 2019
Contract Type
Full Time
A fantastic opportuniy has become available for a Service Manager withing his large Financial organisation

Service manager - An exciting oppotunity has become available for a Service Manager. In this role you will oversee the delivery of services from internal and external suppliers to ensure a consistently high service performance is delivered to the business users. You will monitor and evaluate customer feedback and develop quality improvement processes and plans with suppliers and internal teams.

Key Accountabilities

* Developing Relationships and communication with stakeholders, customers and key users
* Establish and refine delivery and reporting processes ensuring they are efficient and cost-effective
* Day to day delivery of services provided by IT Service Delivery, managing suppliers and internal teams to the agreed service level targets
* Keeping aware of changing business needs and reflecting these into the Service Portfolio of end to end business services
* Ownership of service management documentation
* Defining and maintaining the IT Service portfolio, Service Maps and service catalogue.
* Design, implementation and ownership of service management SLA, KPI
* Measuring, recording, analysing and improving customer satisfaction
* Assess customer feedback and improve procedures to ensure that great customer service
* Ownership of continual service improvement plans
* Ownership of end to end service risks and or specific service management risks.
* Ownership of the ITSM product suite of modules on the ServiceNow platform

Service Now Product Owner
* Line Management responsibilities
* Maintain compliance against IT Policy
* Effective member of the SIAM management team
* Chairing Service Management governance review meetings with service providers.
Skilland experience

* Extensive experience in managing services to SLA and reporting on the performance of services.
* Experience of managing service towers within an outsourced SME environment.
* Experience of using and promoting the use of the ServiceNow ITSM tool.
* Experience of project lifecycle management to ensure that service needs are designed and built as part of project delivery.
* Evidence of managing services through a cycle of service improvement, planning & prioritising, analytical thinking.
* Serve as a subject matter expert for ITSM, methods and tools

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