Technology Service Management Apprentice

5 months ago

Stirling, United Kingdom M&G plc Full time

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Role:
We have an exciting opportunity to join the Technology Service Management Team as a Technology Service Management Apprentice.

The Service Management function reports to the Head of Service Integration and Management and are a business aligned service, providing the full ITIL lifecycle of processes and provide appropriate levels of control and service to all of our customers at M&G both colleagues and clients.

The function is split into 4 distinct areas each with key strategic OKRs and we would rotate the apprentice through each area providing a unique insight into the full Service Management and technology lifecycle.
- Service Management - The team, understands, delivers or improves the range of activities necessary to seamlessly integrate and operate service processes and ensure colleague and client value across a multi-supplier and process service model. The scope covers service management activities, hybrid on-premise and Cloud operational landscapes with many integration points; and the integration of the interdependent services of diverse internal and external service providers into end-to-end services which deliver value to M&G.
- Business Engagement Management - Acting as the relationship manager and conduit between business & technology and assuring value is obtained from technology, processes and services. This team ensure the technology needs of business colleagues are recognised and addressed to enhance the value to the business through a deep level of understanding of the business and technology, inclusive of business processes, business strategies and ambitions to help deliver the right service to the right people at the right time.
- On Site Service - The teams core purpose is to provide an excellent technical and support service to stakeholders at all levels within the M&G Plc business units across multiple locations and countries. Provide not only 2nd line support for Desktop, Laptop, software and associated devices but owning, resolving, and escalating issues, working with 3rd line resolution teams where necessary and looking to drive root cause removal and enhance our colleague experience
- ServiceNow Enterprise Platform - The team manage and maintain our ServiceNow platform which provides critical IT Service Management, Project Management Office and HR processes through workflows, processes and data. The team not only support but develop and change the platform, using Agile practices and principles as stakeholders needs evolve.

Key Responsibilities for this role:
As a Technology Service Management Apprentice your daily duties will include:

- Supporting the Team in delivery of Service Excellence to our clients and colleagues directly and indirectly Supporting delivery of Service Management strategy and third-party partner controls
- Working with a variety of business colleagues and building strong working relationships with all other technical teams (such as IT Security, Infrastructure and Application)
- Driving continuous improvement for the processes within their team and wider across the Service Management function
- Ensure the process controls are in place through delivery of insightful analytics and MI.
- Reverse mentoring of the Head of Service Management
- Understanding our Code of Conduct and how it applies to your work. Complying with all relevant policies, including mandatory training
- Attending meetings and supporting implementation of projects, bau activities and improvement initiatives
- Assisting to ensure Service Management and M&G is aligned with new and evolving regulations.
- Developing knowledge of the technology, processes and the wider financial services environment

Key Knowledge, Skills & Experience:

- Confident communication skills, both written and verbal
- Ability to build and maintain relationships with internal and external stakeholders with ease.
- Ability to manage processes and coordinating with different people.
- Strong customer service awareness
- Technology understanding, interest and aptitude
- Empathy and good listening skills
- Efficient, proactive, structured approach to work and very well organised. Works well off of checklists & time blocking/time management.
- High level of accuracy and good attention to detail
- Can effectively manage

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