Job Title: Service Manager
Location: Leeds
Duration: 4-6 months
Work Model: Hybrid- 2/3 days a week onsite
Description:
JOB PURPOSE
The Regional Service Manager EMEA is responsible for continuously improving the service availability levels of our products. Working in partnership with their peers and the business stakeholders they will reduce outstanding or future service risks, continuous service improvements programs, report and glean insight from service metrics, and ensure adherence to service management processes within their region. The role is to support the Commercial IT Regional Directors with the day to day running of IT services.
RESPONSIBILITIES
- Business Strategy & Stakeholder Management – work alongside the leadership team of the Region to develop and drive the Regional strategy ensuring service is at the heart of everything we do. Ensuring that you are responsible and accountable for IT services delivered to your Business Stakeholders. Act as conduit to/from central IT to regions as required eg for escalations.
- Service Transition – You will be responsible for the management activities to ensure that applications/systems being developed meet all operational requirements before getting introduced into the production environment
- Service Level Reporting and Insight – Responsible for ensuring there is relevant Regional Service Reporting and insight. This includes service availability metrics, incident response metrics and volume. Insight from this data should be used to drive CSI programmes for your region
- 3rd Party/Vendor Management - Regular governance (weekly/monthly calls) with relevant IT teams including vendors, partners, IT stakeholders.
- Incident & Request Management -The Regional Service Manager is responsible for ensuring that Service Operations manage Incidents effectively on behalf of their Business Stakeholders and identify where process improvements may be required to improve Service restoration/Incident Resolution times to deliver a great customer experience. This may involve appropriate communication across a variety of teams.
- Continuous Service Improvement - The Regional Service Manager is responsible for overseeing and reporting against continuous Service Improvement Plans for their Region. Liaise with regional IT on all aspects of ways of working, intention is to create a service-oriented team with customers at the forefront of our delivery activities.
- Change Management and Delivery Processes - The Regional Service Manager works with the teams to ensure appropriate change management occurs. This includes responsibilities such as assessing and validation of changes, acting as a representative for Change Management for their Region.
- Best in Class – ensure you drive our delivery & support teams to deliver the best in class services for our teams across the globe. Depending where you sit, you may become involved with local general management activities in your office .
PERSONAL PROFILE
- You will have experience in a service management role in a diverse environment.
- Experience of managing IT Systems across a global organisation is preferred.
- Familiarity with service management software is an advantage.
- Experience working with 3rd party suppliers and 3rd party suppliers working in an agile and waterfall environment is essential.
- You must have strong Relationship Management skills and be able to demonstrate influence across peers and stakeholders, whilst taking full accountability and ownership of IT Services.
- You will be pro-active and drive for continuous improvement and have a focus on delivering results.
- You will be expected to be an excellent communicator with the ability to relate technical issues in simplistic and meaningful way to colleagues and 3rd parties.
- Other: Out of hours on-call rota support may be required along with onsite support during key events .