Manager, Service Management
Role overview
Operating in Ambiguity
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Able to work effectively with high levels of ambiguity and incomplete information.
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Applying broad, structured and creative thinking to solve complex delivery and governance problems.
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Acting as a thought leader on service management practice, not just an administrator of process.
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Demonstrating strong self-starting behaviour, identifying problems and improvement opportunities without direction.
Key Duties & Responsibilities
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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.
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Own data analytics and reporting, using insight to identify systemic gaps and prioritise improvement effort.
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Maintain oversight of the Logistics function, ensuring equipment provisioning and distribution run reliably in line with agreed service levels.
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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.
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Coach, develop and manage the performance of direct reports, and act as an escalation and decision point for project delivery, governance and logistics issues.
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Partner closely with peer Service Operations managers and senior authorities across the business.
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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.
Essential Skills/Abilities
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Have strong working knowledge of ITSM/ITIL governance practices, policy and standards, with experience embedding continuous improvement frameworks.
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Have a working understanding of equipment/asset provisioning and distribution, sufficient to provide oversight of a logistics function.
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Have an understanding of control frameworks such as COBIT 2019, and experience supporting audit and risk review activity.
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Be able to define and interpret governance and delivery KPIs/KRs and translate them into clear insight for senior stakeholders.
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Have experience managing, coaching and developing a team, including direct line management of a manager.
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Be able to work effectively with peer managers and cross-functional teams to ensure joined-up practice.
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Be a confident communicator, able to engage technical teams, business stakeholders and senior leadership with equal credibility.
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Exposure to ISO27001 or SOC2 audits.
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Experience of utilising Jira, preferably JSM.
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Using AI in day to day work
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Clear and confident communicator in English, able to collaborate effectively across time zones and cultures
As published by lever
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- Are you currently authorised to work in the country of the job without any restrictions? choose one · optional
- Will you now or in future require visa sponsorship to work in country of the job choose one · optional
- Please confirm type of right to work document
- What is your experience with AI Tools like Claude? written answer · optional
- How many people report to you today and what is team size? written answer
- Describe the ITSM areas you've been directly accountable for and the scope of your responsibility in each. written answer
- Which ITSM tool(s) do you run day-to-day — do you administer them or just use them? written answer
- Which frameworks/audits have you worked under? (ITIL, COBIT, ISO27001, SOC2) written answer
- What size/scale of environment do you govern? (users, sites, volume) written answer
- Do you use AI in your day-to-day work? Which tools, and for what? written answer
- Notice Period written answer
- Expected Salary (Annual) written answer
- Current Salary written answer
- This role would require you to work in 24*7 environment - rotational shifts, are you okay with it ? written answer
- This role requires you to work from office and in the UK hours, are you comfortable with it ? written answer