Service Management Team Lead

4 weeks ago

United Kingdom Liven Pty Full time

Unily is the leading employee experience platform used by enterprises to improve communication, collaboration, and productivity. Enterprises rely on Unily’s SaaS platform to transform employee engagement with AI-powered employee experience technology.

Founded in 2005 as an intranet consultancy, we quickly realised that the enterprises we were working with shared the same employee experience challenges, so set about building our own platform. In 2017, we launched Unily, which is now recognised as the market-leading solution. In 2021, we partnered with private equity firm, CVC in order to further strengthen Unily's position as a world-leading employee experience platform, accelerate product development, expand its footprint with existing customers and scale its go-to-market organisation to continue acquiring new customers.

Today, enterprises worldwide use Unily to stay connected and engaged at work. Unily’s Fortune 500 clients include: CVS Health, Johnson & Johnson, The Estée Lauder Companies, Shell, Wipro, and more.

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Job Purpose 

As the Unily Service Management Team Lead, you’ll be responsible for overseeing a small team focused on the service management principles required to deliver great service. Your key areas of responsibility include team leadership, ITIL process management, service delivery, and ITSM tooling. You’ll collaborate with cross-functional teams, monitor service metrics, and drive continuous improvement. Strong communication, management, and service management (ITIL) skills are essential for success in this role.

Main Responsibilities

Team Leadership: As the Unily Service Management Team Lead, you’ll be responsible for guiding and motivating your team to achieve their best performance.

Coaching and Development:

Regularly meet with team members to provide feedback, address any challenges, and support their professional growth.

Encourage skill development and cross-training to enhance team members’ capabilities.

Develop training materials and documentation to guide users through changes.

Conduct training sessions as needed.

Handle conflicts within the team promptly and constructively.

Foster a positive work environment where collaboration and open communication thrive.

Performance Metrics:

Set clear performance expectations and KPIs for team members.

Monitor individual and team performance, recognising achievements and addressing areas for improvement.

ITIL Process Management: The Unily Service Management Team Lead plays a critical role in ensuring effective ITIL process implementation.

Change Management:

Oversee the change management process, including assessing the impact of changes, coordinating approvals, and minimising disruptions.

Collaborate with stakeholders to ensure smooth transitions during system updates or enhancements.

Lead the response to major incidents, ensuring timely resolution and minimising business impact.

Coordinate incident communication, escalation, and post-incident reviews.

Drive the identification and resolution of underlying problems to prevent recurring incidents.

Analyse trends and patterns to proactively address issues.

Service Improvement:

Continuously evaluate ITIL processes and identify areas for improvement.

Implement changes to enhance efficiency, effectiveness, and customer satisfaction.

Service Metrics and Continuous Improvement: The Unily Service Management Team Lead plays a critical role in optimising service quality.

Metrics Monitoring:

Establish key performance indicators (KPIs) related to service delivery (e.g., uptime, incident resolution time).

Regularly review metrics and identify areas for improvement.

Investigate service disruptions or incidents to determine underlying causes.

Implement corrective actions to prevent recurrence.

User Satisfaction:

Solicit feedback from end users regarding Unily quality of service.

Use insights to enhance user experience and satisfaction.

ITSM Tooling:

Manage the ITSM tooling (currently ServiceNow), ensuring its effective utilisation for incident management, change requests, and problem resolution.

Work closely with the ITSM vendor and support partner to enhance and optimise the platform.

Knowledge Skills and Experience:

ITIL certification preferred.

Proven experience in SaaS service management, including hands-on experience with ServiceNow or similar ITSM tools.

Strong team leadership skills and the ability to motivate and guide a team.

Excellent communication and stakeholder management skills.

Minimum 2-5 years’ experience in an ITIL process role particularly relating to incident, problem or change management

Experience in developing best practice processes, policies and procedures for ITSM functions

Produce Executive level summaries and reports to a high standard.

Experience in engaging and building successful relationships with stakeholders of the incident management process, including senior management

Solve challenging incidents

Work as a team with global teams and external vendors/3 rd parties

Deliver work to high standards

Be driven to improve yourself and the way thangs are done

Experience in dealing with and influencing multi-tier management

Why work for Unily

In addition to a generous base salary and discretionary company bonus, here are somethings we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognise that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.

We offer a fantastic suite of benefits . Including 25 days holiday, Vitality life cover, Aviva pension, life assurance, income protection and so many more.

Our commitment to sustainability and giving back to the community.  We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

View Unily's UK & EEA Careers Privacy Notice here

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