Service Manager

1 month ago

United Kingdom Haystack Full time

Our client is a forward thinking fintech Bank using the best technology to help make customers financially better off. They focus on creating distinctive and disruptive financial products for underserved segments of the market.

Develop and maintain the Service Integration & Management Operating Model (for multi-vendor service delivery), defining and implementing end-to-end ITIL-based Service Management processes consistently across the organisation.
Be point of escalation for function and service performance.
Work with the SLT and other stakeholders to understand, anticipate and influence demand for provided services.
Works closely with projects to ensure service design and service transition processes are proactively managed and assured within major projects.
Strong agile capabilities, demonstrating the ability to adapt quickly to changing priorities and effectively collaborate with cross-functional teams.
You will support the bigger picture, understanding and reacting to the wider needs of the business and together with key stakeholders translating this into strategy for the bank.
Identify, assess, and mitigate service integration and delivery risks.
Ensure End to End Service Assurance of critical services and provide reports / Dashboards to evidence.
Manage high severity incidents (Major Incidents and Business critical) for the critical services.
Operate, improve, and build ITIL-based processes, including Change Management, Incident Management, Problem Management, Configuration Management, Reporting, SLA Management, etc.
Ensure the appropriate oversight, direction, running and reporting of the functions to maintain effective IT supplier (internal / external) management, service assurance, service operations, and change enablement.

Experience and thorough knowledge of ITIL Framework and ITIL v4.
Thorough knowledge of IT service management principles, procedures, and optimal methodologies
Strong experience with ITIL Tools and CMDB
Expertise in Service Integration & Management Operating Models.
Experience with and understanding of IT technical infrastructure, services, and/or architecture.
Very strong Influential relationship management skills at various levels.

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