Manager, Service Management

We are currently seeking an experienced Manager, Service Management to Lead Governance, Compliance, Continuous improvement, Reporting, Problem Management, Back-office and Logistics and across our Infrastructure and Cloud Service Operations function.

Responsibilities

Own the Service Governance & Improvement framework, acting as a thought leader and technical authority on service management practice: defining and maturing policies, standards, process controls and continuous improvement activity; Own Service Transition and Problem Management; Own data analytics and reporting, using insight to identify systemic gaps and prioritise improvement effort; Maintain oversight of the Logistics function, ensuring equipment provisioning and distribution run reliably in line with agreed service levels; Define, track and report service governance and delivery KPIs/KRs to senior stakeholders, ensure compliance with agreed SLAs, KPIs and governance processes, and support the organisation's Gartner IT Score improvement plan and ESM transformation; Coach, develop and manage the performance of direct reports, and act as an escalation and decision point for project delivery, governance and logistics issues; Partner closely with peer Service Operations managers and senior authorities across the business; Take accountability for high-impact, business-critical delivery even where elements sit outside core service management expertise; Undertake other duties as reasonably required in support of Service Operations objectives

Requirements

Able to work effectively with high levels of ambiguity and incomplete information; Applying broad, structured and creative thinking to solve complex delivery and governance problems; Acting as a thought leader on service management practice, not just an administrator of process; Demonstrating strong self-starting behaviour, identifying problems and improvement opportunities without direction; Strong working knowledge of ITSM/ITIL governance practices, policy and standards, with experience embedding continuous improvement frameworks; Working understanding of equipment/asset provisioning and distribution, sufficient to provide oversight of a logistics function; Understanding of control frameworks such as COBIT 2019, and experience supporting audit and risk review activity; Ability to define and interpret governance and delivery KPIs/KRs and translate them into clear insight for senior stakeholders; Experience managing, coaching and developing a team, including direct line management of a manager; Ability to work effectively with peer managers and cross-functional teams to ensure joined-up practice; Confident communicator, able to engage technical teams, business stakeholders and senior leadership with equal credibility; Exposure to ISO27001 or SOC2 audits; Experience of utilising Jira, preferably JSM; Using AI in day to day work; Clear and confident communicator in English, able to collaborate effectively across time zones and cultures

Benefits

Collaborate and learn from industry experts from all over the globe; Work with game-changing products and services; Training and support to try new things, adapt to quick changes and explore different paths; Career progression; Inclusive work environment respecting all dimensions of diversity; Celebrating different employees and lifestyles; Pay and benefits based on performance; Investment in development; Culture fostering support and unbridled collaboration; Equal opportunity employer; Training and encouragement to use AI tools