Service Manager

MUST-HAVE SKILLS AND EXPERIENCE

• 8-12 years of total experience, with a strong foundation in IT service management. • Substantial experience in SLA governance, service performance monitoring and reporting in an outsourced IT, cloud or infrastructure environment. • Demonstrable experience managing service providers and holding vendors accountable for contracted performance levels. • Strong working knowledge of ITIL service management practices; ITIL 4 Foundation or higher certification. • Experience of major-incident governance, problem management, executive reporting and service improvement. • Proficiency with ITSM tools such as ServiceNow or Jira Service Management. • Strong analytical skills with ability to interpret service data, identify trends and drive corrective action. • Experience working in a regulated, customer-facing environment.

GOOD-TO-HAVE SKILLS • Experience with contract and supplier governance, including service credits, change control and commercial performance. • Familiarity with cloud technologies and operations (AWS, Azure) at a conceptual level. • Supplier, commercial or service-management qualifications beyond ITIL (e.g. SIAM, ISO 20000). • Experience in financial services, asset management or regulated industries. • Familiarity with reporting and dashboarding tools (e.g. Power BI, Grafana). • Degree-level education or equivalent professional experience.

SERVICE MANAGEMENT TOOLS The Service Manager should have working proficiency with the following tools and platforms: • ITSM Platforms: ServiceNow, Jira Service Management. • Reporting and Dashboards: Power BI, Grafana, ServiceNow reporting. • Collaboration: Microsoft Teams, Confluence, SharePoint. • Document and Action Management: Jira, Confluence, SharePoint. • SLA Monitoring: ServiceNow SLA management, custom dashboards.

COMPETENCIES • Service management expertise Deep understanding of ITSM processes, SLA governance and continual improvement. • Commercial acumen – Commercially aware, evidence-led and confident challenging suppliers while maintaining a constructive partnership. • Communication – Clear written and verbal communication, including concise executive reporting and calm incident communications. • Organisation – Strong organisation, facilitation, negotiation and action-tracking discipline. • Contract interpretation – Able to connect contractual wording with real operational outcomes, controls and customer impact. • Integrity and ownership – High integrity, ownership and willingness to escalate early when service, cost or risk is outside tolerance.