* Directorate: Finance & Corporate Services
Description
We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.
This role has a starting salary of £45,680 per annum, based on a 36-hour working week. This is a 6-month secondment opportunity.
We are excited to be hiring a new Service Level Manager to join our fantastic Pensions Team. This role is based at Dakota, Weybridge, however, this role is open to remote working meaning you are required in the office 2 days per week.
Rewards and Benefits
* 26 days' holiday (prorated for part-time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
* Option to buy up to 10 days of additional annual leave
* An extensive Employee Assistance Programme (EAP) to support health and wellbeing
* Up to 5 days of carer's leave per year
* Paternity, adoption and dependents leave
* A generous local government salary-related pension
* Lifestyle discounts including gym, travel, shopping and many more
* Learning and development hub where you can access a wealth of resources
About the Role
The Surrey Pension Team have started a new chapter with a refreshed vision and mission and ambitious plans for the future.
* Our vision: To provide our customers with a better tomorrow
* Our mission: To responsibly deliver a first-class customer experience by ensuring that we deliver the right benefits and services to the right people at the right time
We are looking for a Service Level Manager to codify our relationship with Surrey County Council (SCC) in order to ensure that we have agreed service provisions, costings, service and operational level agreements.
Reporting to the Head of Change Management with a dotted line to the Head of Accounting and Governance for the Surrey Pension Team, you will be responsible for:
* Working with functional leaders and the Senior Leadership team to define the service and systems that are required both now and for the future
* Determining what's required to close gaps between business requirements and available services
* Obtaining detailed breakdowns of cross charges from SCC for services and systems received currently
* Benchmarking cross charge with other Local Government Pension Schemes and external third-party providers
* Defining owners both in SCC and SPF for the identified services and systems
* Developing a SPF service and system catalogue detailing the current provisions, costing and the desired provisions including higher level service level agreements, operational level agreements and performance metrics
* Leading negotiation with SCC drawing upon support from owners of each service/system within SPF to ensure that there are aligned, accurate and cost-effective agreements in place
* Reporting progress to the Senior Leadership team via tailored reports
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
* Knowledge and hands-on experience in service level management and customer relationship management
* Demonstrated experience in creating targeted communication and ability to report complex issues in a simple report format to a range of audiences
* Ability to work credibly with colleagues at all levels across the organisation and externally
* Strong verbal and written communication and influencing skills
* Proficiency in business management, statistics, analytics, and spreadsheet software such as Excel
* Great organisational, project and time management skills
Your ability to demonstrate our Vision and Mission and work within a "one pensions team" culture is also crucial to our success.
Contact Us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
For an informal discussion please contact Nicole Russel (Head of Change Management).
The job advert closes at 23:59 on 02/02/2025 and interviews will take place w/c 10th February 2025. Shortlisted candidates will be required to deliver a presentation detailing an example of when they have negotiated with a third-party provider to establish a service level agreement.
We look forward to receiving your application, please click on the apply online button below to submit.
Our Values
Our values are as important as our abilities and shape who we are as an organisation. Discover more about our values.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
* The candidate has evidenced the minimum criteria for the role through their application
* The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.
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