IT Service Partner

5 months ago

Edinburgh, United Kingdom abrdn Full time

Job Description

Job Title: IT Business Partner

**Job Type**: Permanent

Location: Edinburgh or London (with blended home working)

abrdn is one of the world’s largest investment companies, and we are built on a long standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society and our shareholders. Our strategy is to build a vibrant and value-creating purpose-led organisation, with the current and future needs of our stake holders at the heart of all we do.

Role Purpose

The Technology Enterprise Services (TES) department is a specialised function within Group Technology, responsible and accountable for live technology service provision to the abrdn businesses.

Reporting to the Service Partner Lead, within the TES department, you will be the responsible for the engagement of their aligned business areas to ensure end to end delivery of IT Services. You will represent their aligned business areas and hold Technology Teams to account for service levels.

You will own critical business relationships on behalf of TES and align business priorities with IT requirements to ensure services remain fit for purpose.

Service Partners will be expected to adhere to Global Incident Management, Service Level Management and Business engagement standards as defined by the Head of Service Management - UK and EMEA, to ensure a consistent, global approach to technology Service Management across all regions.

Key Outcomes- Input and adherence to the global Service Management framework providing a consistent, world class approach to Service Management- Input and adherence to the global Service Management Business Engagement framework, working with the aligned business areas to ensure high levels of satisfaction- Own critical business relationships on behalf of TES to ensure business can meet their objectives, understand future demand from IT services and overcome current challenges- As part of a wider Incident Management response team, adhere to the abdrn Global Incident Management framework providing a 24 x 7 response to Global Major Incident- Working with the Head of Service Management - UK and EMEA, technical and business stakeholders to implement, enforce and measure both SLAs and OLAs, ensuring performance is reviewed regularly with key stakeholders

Key Responsibilities- Working with other TES and wider ITS functions, to represent aligned Business areas to protect live service through effective Service Design and Transition- Provide timely reporting against live service for aligned business areas- Define improvement initiatives to drive outcomes for aligned business areas- Attend Change Advisory Board and other key governance forums to represent aligned business- Work within a pool of Service Partners to provide 24 x 7 Incident Management response and escalation for ITS wide Incidents, adhering to the abrdn Global Incident Management process on a rota basis- Deliver business communications for changes to service provision, and incident response

Skills & Experience- Experience in a client facing role with a strong customer service ethos- Excellent interpersonal and communication skills- Ability to communicate complex problems in a non-technical and simplified manner- High level of self-motivation and drive- Ability to engage and influence, at all levels- Experience in IT / Operational service management preferably within an asset management business/ financial service- Proficient collaboration skills; flexibility and comfort with ambiguity are essential

**Qualifications**:
- ITIL qualifications desirable

Job Title: IT Business Partner

**Job Type**: Permanent

Location: Edinburgh or London (with blended home working)

abrdn is one of the world’s largest investment companies, and we are built on a long standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society and our shareholders. Our strategy is to build a vibrant and value-creating purpose-led organisation, with the current and future needs of our stake holders at the heart of all we do.

Role Purpose

The Technology Enterprise Services (TES) department is a specialised function within Group Technology, responsible and accountable for live technology service provision to the abrdn businesses.

Reporting to the Service Partner Lead, within the TES department, you will be the responsible for the engagement of their aligned business areas to ensure end to end delivery of IT Services. You will represent their aligned business areas and hold Technology Teams to account for service levels.

You will own critical business relationships on behalf of TES and align business priorities with IT requirements to ensure services remain fit for purpose.

Service Partners will be expe

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