Service Manager

job summary:

• As the service management function matures within the Productivity portfolio, we are looking for a Service Manager to take responsibility for our regulatory retention service.
• There are a wide range of supporting products included in this service which are a mixture of vendor provided and in-house build products and services.
• The role will require a service management framework to be implemented from the ground up taking account of reporting, monitoring, operational readiness, data analytics and self-service /automation amongst other areas.
• The service manager should provide service models for each product individually but also provide overall service management views of the product interaction and how each product contributes to the end-to-end service offering across the collaboration landscape.
• Having a good perspective on how each product operates independently and conjunction with support products and services will be key to ensure the overall regulatory messaging service provided to our business teams is operating optimally and being used to the best advantage of our employees and business partners.
• This role will work as part of the wider service management team and will be required to deliver coordinated information to covers the whole service portfolio, providing a complete portfolio view to the Portfolio executive for onward socialisation and key decision making.
• The Regulatory retention service manager will be responsible for creating solid business relationships as well as working closely with the Product, engineering, and operations teams to ensure all services are subject to continuous improvement and ongoing adjustment to meet changing business needs and requirements.
• The role will require the creation, management and maintenance of the service run book, knowledge and user facing artifacts, communication and information sharing, incident and problem tracking and strategic responses, line of business relationships, as well as stakeholder management across the service.
• This role requires a solid leader with an excellent grasp of the service management discipline but also the ability to adjust and refocus processes, frameworks and practices to meet the needs of a large scale, multi-facetted global financial company.
• Understanding the shared and devolved services model implemented in large scale corporates alongside the regulatory rigor and security focus is key to being successful.

• 5+ years' experience designing & implementing service transformation in the Financial Services sector.
• ITIL Service Design, Service Strategy, Service Transformation, Service Management accreditation

• Solid leadership skills
• Ability to define and manage the differences between product and service management
• Team player who can work in collaboration with other teams to deliver a successful result
• Happy and comfortable working in a fast paced, changeable environment with varied priorities and directional pivots
• Familiarity with end user facing technologies i.e. M365, SharePoint, Corporate Mobile solutions, Chat/Collaboration technology
• Experiencing in delivering high quality service management to a large global organization
• Ability to work in an Agile fashion and adjust best practice to fit in to the working environment
• A clear and unambiguous communicator, methodical, disciplined, confident & assertive.
• Experienced in managing (sometimes competing) agendas across Stakeholders, Architecture, Engineering, Operations, Product & Service Management to ensure the original design brief is achieved.
• Experience of Collaboration & Productivity Suite integration with Mobility (Skype for Business, Office)
• Data analysis and presentation skills

• The role will require the creation, management and maintenance of the service run book, knowledge and user facing artifacts, communication and information sharing, incident and problem tracking and strategic responses, line of business relationships, as well as stakeholder management across the service.
• This role requires a solid leader with an excellent grasp of the service management discipline but also the ability to adjust and refocus processes, frameworks and practices to meet the needs of a large scale, multi-facetted global financial company.

• Experience level: Experienced
• Minimum 10 years of experience
• Education: Bachelors