The Service Manager will provide regular updates and reports to internal stakeholders to assure them that they have the evidence required to be able to demonstrate that my client are compliant with their commercial, operational, regulatory and financial commitments.

Client Details

My client is a Management and IT Consultancy who are looking to hire a Service Manager as part of their ongoing commitment to successful delivery with one of their long term partners.

This role is based in the Reading area with occasional travel to Southampton, Bristol and, even more occasionally, Leeds.

Description

The key focus of this Reading based Service Manager role are:

• Supports business development activity by ensuring that the service delivery operation delivers against contracted service levels and scope of supply
• Responsible for the production and maintenance of detailed service definitions, including scope and deliverables for inclusion in contracts with clients
• Responsible for the production and maintenance of detailed Process Maps, Standard Operating Procedures and Desk Instructions which include measurement and control mechanisms for all areas of service delivery
• Ensures that appropriate service delivery performance indicators are implemented in order to monitor and measure the service delivery against contract/SLA and expectations, providing a detailed explanation of any variance, escalating to the stakeholders in a timely fashion as well as ensuring the appropriate corrective action is initiated as appropriate
• Provides a log of risks and issues, including mitigation actions for risks and corrective actions for issues
• Produce detailed root cause analysis of any issues to ensure that the symptoms are correlated back to the root cause so it can be fixed
• Produces accurate forecasts of future performance and reports on variance against forecasts
• Identifies opportunities for service improvements looking to optimise productivity and efficiency whilst minimising costs through using automation tools to modernise and transform the service
• Identify innovative new services that will expand and complement the existing services portfolio
• Utilises agreed delivery methodologies and tools, including latest industry best practice, such as ITIL / ISO / PRINCE2 or Lean Six Sigma

Profile

Experience:

• Understanding of service delivery models
• Experience of SLA reporting and Key Performance Indicators
• Experience in contract management
• IT services background
• Experience of process improvement using Lean Six Sigma or equivalent
• Experience of deploying automation tools (RPA, etc)
• Relevant sector experience
• Client or Customer account management

Essential Skills:

• Service Management
• Contract Management
• ITIL v3 - Incident, Problem, Change, Availability Management
• Prince Foundation
• Project and Programme Management, proven track record in service design, delivery and operational management, Information Governance & Assurance
• Use of MS personal productivity tools (email, word, excel, PowerPoint etc)

Useful Additional Skills:

• Business Process Re-engineering using Lean Six Sigma
• Robotic Process Automation tools
• MS Visio
• MS Project
• MS Teamworks

Job Offer

The Service Manager salary is currently set at £50,000 plus benefits. There is a clear opportunity of planned progression in the sall team and, as the role is new, the successful applicant will be able to have a say in the shaping of the role moving forward.