St. James's Place (SJP) works in partnership to plan, grow and protect our clients' financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem solve and innovate for clients. We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves. Location:Cirencester Office Workplace Type:Hybrid Employment Type:Permanent Seniority:Entry Level The role: To manage services provided via the SJP Service Desk, Rowan Dartington, and other key relationships with the Technology Service Support Team. This includes quality, availability and reliability and service improvement and includes ownership of key end-to-end processes. A key aspect of the role being the management of major and priority incidents, which is a significant management and Partnership facing responsibility. The role also involves Service improvement, Knowledge Management, Problem Management, Management of escalations and complaints, as well as the management of projects as they transition into support. Key to managing project transition is to ensure that appropriate training, support processes and resources are in place. The role also requires an understanding of ITIL practices along with understanding the impact of projects and the associated requirement for new processes. What you'll be doing: Overseeing of service across internal SJP teams as part of assuring end-to-end service standards Priority Incident management and associated communications. Management of escalations and complaints on behalf of the Technology Division. Management of projects into live support with the SJP Service Desk and other supporting areas Conducting regular service reviews with the SJP Service Desk and other suppliers Continual Improvement across key areas of support responsibility Development, review, documentation and implementation of support processes The design and delivery of Management Information (MI) in support of the Service Management function. Production of regular service reporting including key risks Chairing and/or attending Problem Management related meetings Development and management of Knowledge in support of the Service Desk and SJP Business. Investigation into the root cause of complex issues, escalating to the correct resolving team to ensure timely resolution The design and delivery of Management Information (MI) and ad-hoc reporting in support of the Service Management function. Production of regular service reporting for meetings. Using feedback, KPI's and service reviews, to drive service improvement initiatives with suppliers and support providers Performing trend analysis with a view to proactively targeting means of preventing incidents. Who we're looking for: General understanding of technical principles with an ability to understand the service management implications of new technologies Good spreadsheet skills Analytical, adaptable, and able to problem solve Strong relationship-building skills Resilient with an ability to work under pressure and to effectively handle user escalation Desirable IT Service Desk experience A background in ITIL and IT Service Management Knowledge of formal methodologies in IT service delivery, project and change management Experience of incident management principles An understanding of data networking and Microsoft desktop products The role is within an operational team, so flexibility in approach is required, particularly in support of major incidents or business continuity events. Some travel to visit outsourced suppliers may also be required What's in it for you? Private Medical paid for by Company. Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness. Non-Contributory Pension - 10% (increasing with length of service up to 15%) with further pension matching. Parental leave - 6 months full pay 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits) Flexible Working We know that everyone works best in different ways, at different times and in different environments. We have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box. Reasonable Adjustments We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at careerssjp.co.uk What's next? Our team will be in touch. As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP. LI-HYBRID