We are looking for a Service Manager who will own and deliver medium scale services or will take responsibility for part of a large service (Problem Management).
You will proactively manage service delivery in terms of its contribution to the business performance, productivity, account profitability, sustainability and growth. Typically, these services will include systems; applications, technical infrastructure, business process and IT service provision, using multiple delivery channels.
The role is hybrid, based in Newbury, and will transfer to Farnborough in Q1 of 2025. The post holder is required to participate in the Service Management Duty Manager on-call rota.
If you are mission focused and looking for an opportunity to make an impact and drive the success of one of our key accounts, read on.
What you will be doing:
* Understand the business directions and support strategic revenue growth targets and achievement of operating margins by successfully managing services and leveraging Sopra Steria offerings, leading to business growth with improved client satisfaction and value for money.
* Assure new/transitioning services, projects/changes to services are fit for purpose, set-up for successful service delivery with minimal impact to existing services, with formal acceptance into service.
* Ensure that appropriate service delivery performance indicators are implemented to monitor and measure the service delivery against contract/SLA and expectations, and to demonstrate Sopra Steria’s achievements to the client, optimising use of tools for efficiency and cost effectiveness.
* Be aware of the client contract and ensure that all services are delivered in accordance with agreed scope to meet the client’s contractual and Sopra Steria’s requirements in delivering to acceptance criteria, timescales, financial measures, quality measures, standards, service levels and contractual arrangements including change controls, taking corrective actions when necessary.
* Responsible for establishing and managing appropriate relevant service controls to ensure the service remains safeguarded, compliant, fit for purpose and for the future, including patching, backups, software asset management, licensing, data management.
* Manage effective security controls and compliance, aligned to contract and Sopra Steria requirements.
* Ensure that the service contributes to the quality of Sopra Steria service management capability and knowledge base, by developing personal and team skills to the highest standard possible, and through participation in and contribution to the Sopra Steria Service Management Community or external relevant industry groups/conferences.
What you will bring:
* Understanding of service delivery models.
* Experience in managing delivery to SLAs and metrics.
* Effective time management and adept at chairing CABs.
* Takes accountability and ownership for delivering good service.
* Stakeholder management and communication.
* IT services background.
* Professional SM qualification such as ITIL4 (foundation).
It would be great if you had:
* Membership of a recognized professional IT body (i.e., itSMF).
* Relevant Sopra Steria experience.
* Professional SM qualification such as ITIL 4.
* Customer Experience Management (CXM & XLAs).
* Knowledge of Agile ways of working.
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment Type: Full-time, Permanent
Location: Newbury and Farnborough – 3 days a week on-site
Security Clearance Level: holding live SC, eligible for DV clearance
Internal Recruiter: Lee
Salary: up to £65,000 base
Benefits: £5400 Car Allowance, 25 days annual leave with the option to buy additional days, Private Medical Insurance, Life Assurance, Pension, and 3% (of basic salary) flexible benefits fund.
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
#J-18808-Ljbffr