The Role: Service Manager
Contract: Perm
Salary: up to 60k
Location: Coventry
Start date: ASAP
The role of the Service Manager is central to the business-critical transformation of Technology delivery. Reporting through to a Head of Engineering, at the heart of the role is the accountability to run the technology service provider for that particular area. The role is accountable for managing of all the services provided by the Engineering Team, primarily focused on third-party delivery. The role of business partners at a senior level, Principal Service Assurance Manager, and other appropriate Senior Manager roles across the broader business.
The role is accountable for day-to-day operational excellence for running services across a large portfolio of products, ensuring both internal and external teams are performing to the relevant set of operational KPI metrics regarding ITIL measures within company Tech.
The role holder must have a mindset and passion for world-class service and the ability to drive this from within the Engineering Teams and be prepared to challenge and flex their thinking while we move to a mature state regarding End-to-End Product Lifecycle Management delivery.
What I need to do
- Responsible for the day-to-day running of Products within their CTO Domain and associated operational activities including Incident Management, Problem Management, Change Management and Availability and Capacity Management
- Accountable for ensuring high-quality service provision, and meeting agreed requirements of the engineering teams and business stakeholders.
- Define and culturally embed a methodology for delivering high-quality service across their relevant domain
- Responsible for the delivery of Service Reviews with both Product Delivery Teams and Service Assurance Teams
- Contribute to, working closely with the Engineering Teams, the Service Strategies for their respective products / functional areas
- Own and deliver the assessment of all Service Transition tasks for new solutions including Knowledge Article generation
- Drive a culture of personal accountability and ownership, not only for their contribution but also the contribution across the whole of their Engineering team.
- Work within the Product teams to ensure delivery of services that meet customer requirements and are manageable/viable
- Responsible for delivering all Risk Management closure activities, regarding service-related items, within respective areas
- Contribute to the vision for a common / defined service measurement approach
- Support, as the SME for Service within functional areas, Engineering / Service Assurance Teams with the ongoing transition to full E2E Product Lifecycle Management
How I will succeed
- Build collaborative relationships with stakeholders, service providers, suppliers, and wider company Tech colleagues to ensure that service meets the required standards
- Ability to operate and lead without manager guidance, through interpreting principles and operating standards and judgement to do what is best for the division
- Collaborate with the product teams to ensure delivery of service that meet customer requirements
- Engaging communication at all levels, influencing, and partnering with teams to maintain and evolve a strong service mindset
- Input into the overall roadmap of solutions, ensuring they fit with the business strategy and agenda and that all have a clear and appropriate action plan
- Be aware of the possibility of change and be able to embrace change at a pace
- Demonstrating role model behaviour in the ability to work collaboratively by engaging with internal and external teams to optimise Service offerings and performance
- Demonstrating the ability to review, change and improve the processes in line with company business transformation and growth. Optimising the process engagement and value
- Effectively manages risks, ambiguity and changing business priorities to deliver overall business benefit
- Be comfortable with making decisions with patchy information and in the absence of clear guidelines and frameworks.
What I need to know
- Broad and deep industry knowledge of practical service management
- Knowledge of service management in the context of agile and iterative in-house development, as well as more traditional waterfall programme delivery
- Strong understanding and experience of the ITIL Service Management framework
- Broad knowledge and understanding of technology concepts, with proven experience in successfully managing and maintaining services
- Experienced in Agile, Waterfall and DevOps methodologies
- Understand process management and control
- Broad knowledge and understanding of company Tech concepts with proven experience in successfully managing and maintaining services
What I need to show
- Operate in an adaptive way to potential service requirements.
- Excellent Customer Service manner: coaching others to make customer-oriented decisions and sharing great stories of exceptional customer service
- Ability to implement processes that are logical and understood by a broad audience
- Ability to work collaboratively to support the long-term wider business agenda
- Adaptable approach to delivering service & value at a pace
- Proactive in owning workload and managing multiple delivery and service demands in parallel
- Show initiative to implement new ideas whilst being able to take an objective view on what is realistically possible
- Communicating and influencing, including managing messages when presenting to stakeholders and up to the Senior Manager level
- Take accountability for personal development including seeking feedback, building, and maintaining a meaningful personal development plan.