Service Manager - FTC - 12 Months +

Posted 19 May 2022
Salary £75000 - £85000 per annum
LocationLondon
Job type Contract
ReferenceBBBH133578_1652964570
Contact NameChris Brown

Job description


Investigo's major client is seeking an experienced Service Manager to help the support the relationship for a recently acquired business on a fixed term contract for 12 months +. You will be responsible for the delivery of the agreed service levels to the business, this will be achieved via close monitoring of the Service Desk tool, service management reports and close management of the external third parties. These will indicate where performance may not be to the required standard and where intervention will be required. This will be a hybrid working pattern - 2-3 days in office in London, with 2-3 days remotely.

Responsibilities

  • Monitoring service performance against SLA / SLM activities for the products and services in line with the Statement of Work and company standards
  • Creating and tracking the Service improvement plan (SIP) including quality assurance
  • Monitoring for problems and acting to avoid escalation both proactively & reactively
  • Publication of regular service reports and review with key stakeholders and suppliers
  • To highlight SLA breaches and work with vendor managers to put in place remedial actions with vendors
  • Respond to escalations and to high priority incidents which may require escalation and assist with any management support
  • Monitor products & services to the agreed internal and regulatory standards
  • Ensure all ITSM policies are adhered to
  • Provide project / service transition support around:
  • Stakeholder communications for planned & unplanned service interruptions (Outages, maintenance etc)



Key Skills

  • 5+ years industry experience IT service management
  • Experience in Financial Services or Asset Management advantageous.
  • Service reporting experience and ability to interpret metrics
  • Outsourced / Service integration service management
  • Demonstrable experience of creating and owning a Service improvement plan
  • Knowledge and application of ITIL service management processe
  • An understanding of Service improvement activities
  • Service outcome focussed
  • Can hit the ground running and self-motivated
  • Clear understanding of how Service Desks operate
  • Clear understanding of SLA's, OLA's and KPI's and how they drive quality in Service management