Service Manager

Key Responsibilities

Assure the delivery of high quality application support and maintenance services to Evosys's customers by:

 

• Taking personal accountability for service management and demonstrating clear leadership and strategic direction to the Exec Sponsor;
• Being a visible, engaged and active leader who creates an open and honest culture;
• Directing service operations to provide a high quality service that is tailored to the needs of the customer (e.g. Event, Incident, Problem, Knowledge, Change Management etc.);
• Working with internal, customer and third party stakeholders to build relationships and enhance business value provided through IT Services;
• Providing a clear view of service health through effective reporting of SLAs & KPIs;
• Setting the vision for local delivery resources, assuring team cohesion / performance and developing capability / skills as required;
• Working with development & service teams to ensure that Service Transition is well planned and managed;
• Working with project managers to ensure work packs are well planned and managed were there is no program manager in place.
• Measuring customer satisfaction and driving continual service improvement;
• Ensuring contractual obligations are met with changes made as required via appropriate governance controls;
• Being accountable for responding to customer escalations;
• Providing Thought Leadership to explore opportunities that will mature our service offering, provide added value to our customers and establish long-term partnerships;
  
   

Working with Service Management & Leadership peers across Evosys to:

 

• Disseminate the business vision, progress & pertinent actions across internal teams;
• Constructively challenge and contribute to new initiatives;
• Enhance our service offerings by providing a service orientated mind-set to technical projects;
• Keep up to date with industry trends;
• Drive consistency and build economies of scale;
• Evaluate suggestions, policy and project papers and provide service orientated impact assessments for consideration by higher management, other delivery stakeholders, and customers;
• Support the Account/Programme Leadership Team with budget and planning processes.
  
   

Technical Awareness

While the Service Management role is predominantly non-technical, it is expected that the successful candidate will have an appreciation of Enterprise Cloud SaaS applications. This experience should enable them to direct and lead discussions with confidence, be that part of Incident Management or broader conversations arising from Problem Management, Service Transition, Continual Service Improvement or Service Delivery.

Interfacing Roles

Customer Stakeholders

 

• Business process owners
• Technical teams
• Leadership stakeholders e.g. CIO, Heads of Department, Service / Supplier Managers
  
   

Internal Stakeholders

 

• Support / Development consultants
• Account Director[s]
• Account/Programme Leadership Team
• Project Managers
  
   

Core Competencies (Essential)

 

• ITIL V3/V4 foundation certification (Intermediate or higher desirable)
• Experience with Oracle projects
• 5+ years' experience in similar IT leadership role preferably in Oracle Fusion ERP/HCM/EPM projects
• Knowledge on any cloud support projects will be an added advantage
• Proven experience in building effective relationships with internal and external stakeholders
• Liaise with the Oracle Customer Success Manager for the product related bugs and additional information wherever required
• Familiarity with ITSM tooling
• Strong track record in leading application support and maintenance engagements
• Value focussed with strong business acumen
• Analytical and methodical with keen attention to detail
• Exercises holistic thinking with sound judgement and evidence based decision-making
• Strong influential personality with effective negotiating skills
• Ambassador for change with desire to provide a world class service
• Strong communication and active listening skills
• Willing and communicative part of the team and is able to form strong relationships with immediate colleagues, customers and third parties, and has the ability to support other staff where necessary
• Ability to shape, adapt and improve processes