Service Management Partner

About the role

Finance Transformation Programme Lead and Service Management Partner is responsible for the implementation of a successful Finance wide transformation programme including outsourcing, centres of excellence, global process ownership, workforce plan and technology, data and automation. Working closely with the CTO-Finance, Group CFO and the Finance Leadership Team to design, structure and deliver the programme. The Service Management Partner is a strategic role responsible for embedding and evolving service management practices across a portfolio of services or business areas in partnership with our third party outsource provider. You will act as a trusted advisor to senior stakeholders, ensuring that services are designed, transitioned and operated in alignment with business needs and enterprise standards. You will also be responsible for ongoing service management and act as a conduit between the business and the outsource provider. You will lead service reviews, drive service improvement initiatives, and ensure that service performance is measured and optimised. This role requires a service management leader with deep operational expertise, strong influencing skills and the ability to operate across business areas. Key responsibilities of this role Support the design of end-to-end transformation solutions and lead on the implementation. Lead the design and implementation of global processes and then centres of excellence Define and implement service management strategies across a portfolio of services, ensuring alignment with business objectives and enterprise standards. Build strong relationships with senior business stakeholders to understand service requirements and expectations. Lead service governance forums and service reviews, ensuring accountability for service performance and continuous improvement. Oversee major incident and problem management processes, ensuring effective resolution, communication and root cause analysis. Drive the development and adoption of service management frameworks, policies and standards across the organisation. Identify and deliver service improvement initiatives for your area, ensuring measurable outcomes and alignment with strategic goals. Provide leadership and mentoring to Service Management Leads and Analysts, building capability and promoting a culture of service excellence. Collaborate with delivery, transformation and business teams to ensure services are designed for operational excellence and customer satisfaction. Support the development of service cost models and contribute to budgeting and forecasting processes.