Service Manager

TL;DR

Service Manager: Ensuring high-quality IT services meet business demands and maintain customer satisfaction with an accent on building trusted relationships with C-level stakeholders and managing supplier performance. Focus on maintaining IT Service Catalogue accuracy, driving continual service improvement, and ensuring smooth onboarding of new IT services.

Location: Hybrid in London

Company

hirify.global is a leading UK financial services group and global investor, safeguarding financial futures since 1836.

What you will do

• Develop strong understanding of business areas and services, build trusted stakeholder relationships, and maintain high IT customer satisfaction.
• Understand IT suppliers, ensure performance and SLA compliance, and manage issues through to remediation.
• Maintain the Retail Service Schedule and Service Level Agreements, provide regular KPI reporting, and drive Continual Service Improvement.
• Own and maintain the IT Service Catalogue, leveraging CMDB data to provide accurate and up-to-date service information.
• Establish and maintain an effective network of contacts to resolve issues promptly and support improvement initiatives.
• Work with IT Product Owners and suppliers to understand project portfolios, ensure business engagement, and manage communications for significant business events.

Requirements

• Excellent knowledge of ITIL Framework and Processes.
• Good understanding of IT security, GDPR, and regulatory requirements.
• Understanding of Agile Service Management principles & techniques.
• Experience in managing and improving IT supplier performance and adherence to SLAs.
• Proven track record in effective business engagement and oversight of IT portfolio of services.
• Good understanding of the service design and transition process, with experience in defining and collating Service Delivery Management requirements.

Nice to have

• Exposure to Supplier Relationship Management and management of contractual commitments.

Culture & Benefits

• Opportunity to participate in annual performance-related bonus plan and valuable share schemes.
• Generous pension contribution and life assurance.
• Healthcare Plan (for permanent employees).
• At least 25 days holiday, plus public holidays, with option to buy and sell holiday.
• Competitive family leave and electric car scheme.
• Welcoming, inclusive culture with opportunities for flexible working options including part-time, term-time, and job shares.