Senior Manager, Service Management

Responsibilities:

• Develop and implement the function's strategy in alignment with the overall strategy.
• Lead, mentor and develop a team of service management professionals encouraging a culture of excellence, successful and continuous improvement.
• Collaborate with senior leadership and partners across the business to understand and meet their Service Management requirements.
• Drives the implementation and evolution of ITIL processes and standard methodologies.
• Ensures the delivery of high-quality IT services including Incident, Problem, Change and Major Incident Management
• Develops and leads the IT service catalogue and offering, ensuring effective use processes, tools and technologies
• Monitor, measure and report on overall Service Management performance
• Identify areas for improvement and implement initiatives to enhance service quality, efficiency and customer satisfaction
• Drives the development and implementation of service level agreements and KPIS that align with IT strategy and goals & ensures service delivery is done in compliance with regulations, standards and policies. Identifies and handles risks associated with IT service delivery and appropriate mitigation strategies are in place
• Acts as the main point of contact for Service Management. Builds and maintains good relationships within across the company, partnering and facilitating communication and collaboration to ensure seamless service delivery

Required Skills and Experience:

• 10 years experience in an IT Service management, with at least 5 years in a management/leadership role.
• Minimum ITIL v3 Expert, ideally v4 Managing Professional or Specialist.
• Experience of ITSM ticket management tools, preferably ServiceNow.
• Strong leadership and people management skills, with a consistent track record to build and lead impactful teams.
• In depth knowledge or ITIL and/or other service management frameworks and standard processes.
• Good communication, negotiation and stakeholder leadership skills.
• Superb analytical and problem-solving skills with a focus on continuous improvement!
• Ability to engage, build and sustain trusted relationship both internally and externally.

“Nice To Have” Skills and Experience:

• Delivery experience in a complex, externally regulated environment!