Service Manager - 12 Months FTC

About the role

This is a multi-faceted role within the IT Service Management team. Working within the Service Design team of the Service Management department, this role is responsible for the acceptance of new or amended services into an operational support environment. This involves working closely with other IT functions, (Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, IT Finance and 3rd parties) to define and agree the support of central services offered by IT to the Firm, including all documentation and knowledge, performance standards (and related measurements) and costs, thus providing a foundation for Service Level Management. Additionally, this role may require liaising with non-IT teams using the ServiceNow Service Management Tool to advise on tool introduction, best practice and how to improve working efficiency through use of the tool. The role is also focused on managing and delivering new or upgraded IT Products and Services into production to predicted time, quality and cost estimates.

Responsibilities

• Manage the successful transition of new or amended operational IT products, projects and/or services into production.
• Secure the delivery of the intended outcomes and benefits whilst maintaining BAU/operational stability.
• Identify, manage, mitigate and communicate major risks and complex issues associated with the delivery of the change.
• Work with teams to support and guide them through a successful project implementation, articulating the ways in which the change will affect users on a day-to-day basic.
• Maintain an understanding of roles and responsibilities and team structure across the organisation, to ensure that shape, structure and working practices within IT remain effective and consistent globally.
• Review appropriate service levels for internal and external service providers and ensure they remain relevant and effective.
• Good understanding and appreciation of offshoring and outsourcing models.
• Provide expert advice for operational issues with senior business & IT representatives.
• Work with global teams (both IT and outside of IT) to ensure the effectiveness and consistency in use of processes, including establishing suitable process measurements, metrics and relevant interpretation and resulting actions. Gain buy-in and acting on feedback at all levels.
• Work closely with other London based user-representatives and Business Professionals teams to proactively seek improvements which can be communicated, and demonstrated, to the business.
• Ensure that all work is supportive of the (primarily ITIL based) Service Management processes across the organisation.
• Provide support and assistance to all parts of the Service Management team, as and when the need arises.
• Contribute to the aims and success of the Service Management roadmap and ensure continual improvement of all processes as the IT organisation develops towards a service-based model.
• Provide Service Design related feedback for project planning and delivery.
• Operate a process of continuous improvement to raise the quality of the 'user experience' throughout all elements of IT support.
• Take responsibility for protecting and growing the reputation of the IT Department.
• The post-holder must be qualified to ITIL Foundation, Prince2/MSP Practitioner, and ideally, Management of Risk Practitioner.

Requirements

• Strong project management skills, with a proven track record of delivery to time, cost and quality.
• Strong relationship skills to enable communication at all levels in both Practice Areas and Business Services.
• Strong process management skills to enable the smooth support of finance processes globally.
• Strong negotiation and influencing skills.
• Ability to analyse complex information to identify support flows.
• Proficiency in risk management.
• Experience in continuous improvement initiatives to enhance the user experience.
• Working in high-pressured projects to tight timescales.
• Producing statistics and reports through PowerBI, ServiceNow and MS Products, as required.
• Maintaining appropriate, accurate and robust templates, processes and documentation.
• Experience of using ServiceNow as a Service Management toolset.
• Awareness of local and regional sensitivity issues.
• Familiarity with cloud services.
• Ability to work collaboratively with diverse teams across different geographical locations.
• Strong negotiation skills to manage expectations and resolve conflicts among stakeholders.
• Exceptional customer service and working relationships with othe

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Company Intel

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