Service and Controls Manager

3 weeks ago


London, United Kingdom Lorien Full time

The Service and Controls Manager is part of the Technology Service Management function and leads the definition and improvement of the companies ITSM capability. This role enables our Digital Transformation (DT) Portfolios as well as BAU service deliveryteams by driving and owning appropriate ITSM Controls and Governance to assure secure, stable and performing technology services. The role leverages existing enterprise service management process and controls capability, owning their localized implementationto support the companies DT strategy. As well, the role leads on the necessary improvements to address gaps and recommendations across the wider DT Cyber and IT controls frameworks
**Key Responsibilities**:

- Own ITSM Controls and Governance enabling secure, stable and performing technology services.
- Implement and improve ITSM capability, reporting, controls, service integration and process support
- Provide appropriate service reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service
- Share best practice and coach on ITSM, increasing the internal body of knowledge
- Develop quality, exec-ready management information, presentations, proposals, and reports
- Drive the ITSM Strategy for the company working in coordination with Enterprise SMO and Corporate Tech support teams
- Drive the necessary improvements to address gaps and recommendations relating to ITSM across the wider DT Cyber and IT controls frameworks
- Build and maintain relationships with colleagues across Digital Transformation and other functions and run education sessions ('Lunch & Learns') to champion service excellence and our ITSM strategy and governance Compliance & Strategic Alignment
- Ensure appropriate technology controls are implemented and regularly tested in line with the companies practices
- Align to Company and Global technology delivery functions to ensure the service management team operates in compliance with all relevant standards, processes and procedures
- Demonstrate behaviours as set out in the Conduct Risk Policy in alignment with company commitment to placing customers at the centre of our business and behaving with integrity Service Management
- Support Service Delivery Team leads and Managers with robust ITSM practices and process support.
- Oversee and evolve Major and High Priority Incident Management
- Drive adoption of Problem Management and Continual Improvement
- Engage with business leaders to ensure Services are understood and appropriate, evolving our service catalogue and service level agreement framework
**Experience**
- Experienced Service Management professional with at least 5-7 years of relevant experience, ideally in a dynamic, demanding and highly regulated financial services environment.
- ITIL (Information Technology Infrastructure Library) qualifications - preferably ITIL Expert, or Strategic Leader
- Project management qualifications - preferably certified Agile practitioner
- Excellent interpersonal and customer service skills with a passion for service excellence and a track record of continuous service improvement
- Strong leadership ability and team spirit with exceptional skills in motivating, coaching and supporting team members to deliver success outcomes
- Excellent written and verbal communication and presentation skills, including the production of quality, visually appealing, exec-ready PowerPoint slides and reports as required.
- Demonstrable experience of internal and external stakeholder engagement - comfortable working with 'C' level stakeholders
- Exposure to financial and vendor management (including budgeting and vendor and third-party contract / service management)
- Strong organisational skills with an ability to balance and prioritise multiple initiative

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.



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