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Operational Service Manager
2 months ago
Position Overview
This position presents an exciting opportunity to engage in a dynamic environment focused on fulfilling commitments that benefit the public. As the Enterprise Service Management (ESM) Service Delivery Lead, you will play a pivotal role in decision-making and influence, collaborating with senior internal and external stakeholders.
The ideal candidate will possess extensive experience in IT and/or Operational Service Management, thriving in a fast-paced setting. Your expertise will be essential in guiding, advising, and supporting your team to ensure the delivery of exceptional services. With a profound understanding of Service Management and stakeholder engagement, you will effectively drive change within one of the largest governmental organizations.
As the ESM Service Delivery Manager, you will oversee supplier operational performance, business incident management, and change implementation to guarantee service quality and performance. This role serves as a vital link, translator, and mediator between the NS&I business, suppliers, and ESM Clients.
You will lead a team that collaborates with suppliers and NS&I Business Stakeholders across various Directorates and ESM Clients to comprehend business and customer needs, taking charge of operational service, incident, or change escalations.
This role involves working closely with a dedicated team, the broader NS&I organization, our primary third-party partner, and ESM Clients to assess demand and service scope, ensuring that delivered services are 'fit for purpose.' You will also collaborate with the Commercial and Finance teams to negotiate terms and contract scopes with suppliers as necessary.
Key Responsibilities
- Monitor supplier performance to ensure successful operational delivery of services as outlined in supplier contracts, including KPIs and operational change implementations.
- Foster and enhance collaborative relationships between suppliers, Clients, and NS&I stakeholders.
- Lead a team responsible for Operations Assurance, Business Incident Management, and Change Management administration.
- Engage effectively with senior stakeholders to ensure alignment and manage challenges from delivery teams.
- Act as the primary escalation point for the delivery team, facilitating resolution activities with relevant stakeholders.
- Maintain awareness of ongoing projects and change programs related to specific ESM Clients.
- Proactively manage supplier SLAs and KPIs, collecting data for performance tracking and identifying opportunities for improvement.
- Address supplier performance issues, ensuring compliance with contractual obligations and escalating as necessary.
- Develop and implement an annual operational assurance plan, reporting findings to the ESM Service Delivery Manager and relevant clients.
- Oversee the resolution of business incident issues, liaising with clients and internal stakeholders.
- Conduct internal/supplier/client meetings to review performance on key areas such as SLA and KPI performance, operational risks, and service quality.
- Collaborate with other NS&I Directorates to identify service gaps and promote effective working relationships.
- Serve as a subject matter expert on supplier contracts and services.
- Demonstrate leadership by mentoring and managing team members, fostering their development and succession planning.
Essential Skills and Experience
The successful candidate will demonstrate a strong passion for Service Management, with extensive experience in:
- Applying Service Management principles and customer service delivery across diverse environments.
- Utilizing various communication channels to engage stakeholders effectively, adapting approaches as needed.
- Understanding the broader business strategy to address underlying problems and opportunities.
- Managing supplier performance against commercial agreements and collaborating with commercial teams for contract updates.
- Overseeing service expenditures, ensuring budget compliance, and managing variances.
Technical Knowledge
Proficiency in Microsoft Office products and the ability to create reports for internal and external presentations, making recommendations based on data-driven insights.
Behaviors
Candidates will be assessed on the following behaviors during the selection process:
- Changing and Improving
- Communicating and Influencing
- Leadership
- Making Effective Decisions
- Managing a Quality Service
Benefits
In addition to a competitive salary, National Savings and Investments offers a comprehensive benefits package, including a generous pension scheme, flexible working arrangements, and opportunities for professional development. We are committed to fostering an inclusive and diverse workplace, supporting our colleagues, and effectively managing talent.
