We are looking for dedicated, motivated, and creative colleagues for our client as Service Manager. 

 Service Managers are responsible for guiding the success of our business applications. 

Role description:  

Manages the Customer/Stakeholder Relationships for Operations.  

Influence by understanding and providing the business impact and urgency to our application support teams / suppliers. Mentoring technical team members to increase business acumen.  

Coordinate across multiple teams, technology layers or where a gap exists. Focus on improving cross team effectiveness and efficiencies via Service Improvement Plans.  

Work with Operations to establish the root causes of issues and tackle them, rather than just the symptoms.  

Translating the strategic direction of the business into technical considerations for the Development and Operations teams.  

Help stakeholders/customers navigate the complexities of global teams and processes, ensuring their requests are met.  

Advise stakeholders on relevant technical issues for their business areas.  

Build trust with teams and stakeholders through open and honest conversations.  

Develop specialized expertise in one or more areas, maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area.  

Contributing to and/or facilitating security initiatives, reviews, release management, capacity planning, infrastructure change scheduling etc. Support the successful completion of internal audits within the defined Audit Attestation framework.  

Managing Service Level Agreements (SLA) with external and internal resources and quality/acceptance of deliverables including customer relationship management.  

Responsible for:  

Relationships/Communications  

Updates support of upcoming releases, coordinate training needs, and support deficiencies 

Business Stakeholders  

Maintains Service Descriptions and SLA documentation

Understands upcoming applications releases (key features, defects)

Monitors and reports on support trends and implements next steps.   

Ops/App Support

Assists with actions derived from Root Cause Analysis (RCA), Problem Management deliverables and Service Improvement plans

Leads Major Incident response & communications

Perform incident analysis and trending

Communicates Bugs, Workarounds, Known Issues and ensures KB Items are created accordingly  

Other ITIL Processes/Practices & Service Mgmt Involvement  

Change Management: 

Advise Operations on Change Request procedures

Assess changes for risk of service interruption  


Configuration Management:

Ensure accuracy/standards of Service CIs in ServiceNow

Update appropriate trackers e.g. smartsheet

Maintain portfolio of Business & App Service CI’s

 

Knowledge Management

 

Liaise with Operations and Application support teams to define KB articles

Highlight key known issues & workarounds

 

Service Access Audit/Attestation

Collect and Provide Access Attestation/ Audit findings

 

Qualifications and Previous Experience

 

Good customer service skills are required.

Previous IT business relationship experience and team leadership would be desirable.

Otherwise, it would be expected that the role holder would have experience of operating in a role which has involved high level interaction between business and IT teams as a member of the IT organization such as IT business analysis, IT project management, IT service management or as an IT literate business representative.

ServiceNow experience is desirable.

ITIL Foundation is desirable.

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