Service Manager

Responsibilities include process managing the Incident, Problem, and Change Management disciplines, as well as Service Design and Transition. In addition, governance and associated reporting will be critical deliverables of this role.

From a Service Design and Transition perspective, the Service Manager will have responsibility and accountability for all service design and transition functions ensuring that they are delivered seamlessly, in accordance with the requirements and strategy of the business and aligned to ITIL best practices.

This position includes responsibility for documenting and agreeing the service design and transition scope, strategy, and continuously improving the framework. This will be championed both internally and externally.

Requirements

What You'll Do:

• Maintain operational service processes, including but not limited to incident, problem, change, asset, service catalogues and CMDBs
• Apply best practice and experience to ensure the activities are consistently yet appropriately applied according to internationally recognised standards
• Undertake the necessary process related meetings to ensure progress on identified actions is taking place and overall organisational maturity is increased
• Perform all Change Management related activities, preparation of Forward Schedule of Change, chair CAB meetings and generate follow up actions & minutes
• Hold internal workshops to showcase the benefits of process and negative impacts of non-compliance
• Generate, manage and implement Continual Service Improvements across Enterprise IT
• Generate monthly Service Reporting packs summarising each discipline with highlights to areas where improvement is required.
• Competent in challenging the status quo with a view to improve overall service.
• Build portfolio of all mandatory audit evidence to ensure compliance to frameworks such as ISO27001
• Able to foresee potential risks and issues, establish a process, facilitate discussion, and manage escalations.
• Champion and promote all elements of the Service Design and Transition (SD&T) Framework and its constituent components, ensuring it is represented and appropriately applied across all IT programmes and projects
• Execute the SD&T Framework processes across all projects to the high degree of quality expected and required to ensure the creation, transition, and delivery of new/amended services lands with minimal impact
• Apply best practice and experience to ensure the SD&T activities are consistently yet appropriately applied according to the framework standards on per project basis
• Proactively engage with Project Teams to ensure correct representation of SD&T activities are in plan and budget from the outset
• Lead the engagement with the Strategic Initiatives, Service Management and Tech Change functions to develop service design and transition solutions as required by the individual change/project item
• Maintain an up-to-date view of status of each programme/project you are engaged with, covering all deliverables and transition plans
• Engage with the respective Service Delivery Manager(s) to ensure early engagement of SD&T activities are in the project lifecycle.
• Add value to vendor selection processes (tendering, SLAs, warranty etc.).
• Build and maintain a comprehensive register of Service Requirements and ensure they are embedded into the solution design at the beginning of the development process
• Construct appropriate service and support models for the planned and budgeted service
• Able to foresee potential risks and issues, establish a process, facilitate discussion, and manage escalations.
• Develop and agree the Service Acceptance Criteria with Project/Programme Managers and the Service Delivery, Infrastructure and Enterprise Applications functions.
• Take ownership of the creation of entries into the Service Catalogue for all live operational services, service components and operational service criteria arising from specific project activity
• Coordinate all transition activities, internal resources, 3rd party suppliers and stakeholders in accordance with the processes within the SD&T (Path-2-Live) Framework, acting as a single point of contact for these activities
• Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality, and customer satisfaction.

Who You Are:

• Well-rounded knowledge of ITIL disciplines
• Experience of creating, from ground up, ITIL aligned processes
• Experienced Service Management professional
• Experience within Service Design and Transition activities
• Experience in working extensively within the ITSM toolset – Service Now
• Experience of developing governance practices to track and measure the quality of services, ITIL disciplines and their respective maturity
• Experience of chairing CAB meetings, problem review meetings, navigating complex situations involving stakeholder management.
• Demonstrated experience of influencing key stakeholders across the organisation
• Experience in owning processes, where responsibilities have included continual improvement and process reporting
• Experience of developing governance practices to track and measure the quality of services transitioned
• Experience with representing service within 'Technical Design Authority' and 'Change Advisory Board' processes.
• Experience with interfacing to senior management, covering service design and transition activities
• Ideally, experience in executing business critical and high visibility IT service transitions
• Able to work under pressure and meet deadlines.
• ITIL v3 Intermediate qualifications, or ITIL 4 CDS qualified or higher
• Prince 2 Project Management Practitioner certification
• Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
• Ability to build consensus, making decisions based on many variables
• Excellent organisational skills, leadership, and people management skills
• Excellent written and verbal communication skills
• Able to work under pressure and meet deadlines.
• Strong sense of self, ethics, and effort, as well as the willingness to go the extra mile to achieve important goals.
• Analyze situations and looks at broader picture; looks beyond own area and department to take a global view where appropriate
• Innovates to create and deliver value to meet the needs of the organisation, its market, and clients
• Demonstrates political awareness to build strong relationships and deliver business results
• Understands client needs, builds trusted relationships, delivers to client needs or finds more appropriate solutions within given timelines
• Develops effective global relationships to leverage capabilities; knows the right collaborations to ensure the best possible outcome for sustainable and authentic relationships
• Constantly focuses on global implications of activities and applies to own activities, solutions, and collaborations