Junior Service Manager

Sopra Steria Limited
Hemel Hempstead, UK
14 Sep 2019
05 Oct 2019
Contract Type
Full Time
Junior Service Manager - Hemel Hempstead


Has your role become stagnant, one dimensional and just that little bit dull, prompting you to consider a change to reinvigorate your career? Are you keen to be involved with an organisation where your day to day input and effort makes a real difference, leading to no day being the same?

If yes then the recruitment team at Sopra Steria are desperate to hear from you.

We are looking for an ambitious individual to take the exciting step up into a Junior Service Management position and join a tight knit but collaborative and innovative team in Hemel Hempstead - within our Aerospace and Defence Security division.

The ideal candidate will be of an ITIL background and have a wide understanding of service desks, incident/problem/change/release management, escalations, resource/supplier management, analytics and have a focus on Continual Service Improvement.

Role Overview:

To provide a point of coordination for the Aerospace and Defense Security Sub-sectors to deliver Management Information and Performance reporting in alignment with the objectives and deliverables of the ADS Operations .

Working as a hierarchical point of coordination for one of the ADS Sub-sectors, based in Hemel Hempstead. The Operations Management Centre will provide governance oversight and performance monitoring capabilities (of internal and external suppliers) across the ADS sector.

Key Responsibilities:
  • Operate as a point of coordination
  • Working with sub-sector Service Managers and supporting Service Desks to ensure Client operational priorities are known and managed in accordance with the availability of the resolving internal service lines and 3rd parties
  • Establish and run an operating model where primary accountability and empowerment for delivery remains with the Account Service Delivery Manager however operational day to day activities (e.g. workflow management, resource allocation etc.) are managed on the SDMs behalf.
  • Escalation, as required, of operational issues to Account Client Directors & SDMs where intervention may be required;
  • Assist in identifying Single Points of Failure/Dependency (Resource, Process, Technology) and providing solution-based recommendations for improvement;
  • Act as the single point of contact for the coordination of all stakeholders during major incidents & outages - working with the Service Manager, Major Incident Managers and Service Desks to ensure client and internal management stakeholders are updated.
  • Represent delivery in internal meetings including Change and Problem reviews;
  • Ensure all operating process documents and procedures are up-to-date and adhered to, and that these processes align to the Sopra Steria IQ BMS Business Management System;
  • Identification of Continual Service Improvement initiatives for in-scope services, where identified to Account team(s);
  • Act as a point of coordination for key sub-sector operational activities, including (but not limited to): mandatory training, Execview reporting (Progress reports, DAIs, scorecards), RAID (Risks, Assumptions, Issues & Dependencies) reporting, UK SMC (Service Management Community) cascades, completion and maintenance of Key Service Documentation, Incident & Problem monitoring & trend analysis;
  • Ad-hoc responsibilities that may be agreed from time-to-time;
  • Must satisfy the security criteria set by the Sopra Steria Security staff.

Security Clearance

You must obtain SC Clearance to work in this position

About Us

Sopra Steria is committed to employing the best talent in the business and helping them grow and develop both personally and professionally whilst providing a second to none environment to succeed and enjoy every day at work.

With over 20,000 employees and plans for expansion right across the business, this is a great time to be joining the organisation as you will play a pivotal part in our continued growth and development whilst making a real difference to our customers with the work you deliver.

Job Types: Full-time, Permanent

Salary: £40,000.00 /year

This job was originally posted as www.totaljobs.com/job/87874468

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