Technology Service Management Professional

4 weeks ago


Stirling, Stirling, United Kingdom M&G Full time

We are seeking a highly motivated and detail-oriented Technology Service Management Apprentice to join our Technology Service Management Team at M&G.

The successful candidate will have a strong desire to learn and a genuine interest in technology, services, and the financial services industry.

The Technology Service Management Team is responsible for providing the full ITIL lifecycle of processes and providing appropriate levels of control and service to all of our customers at M&G.

The team is split into 4 distinct areas, each with key strategic OKRs, and the apprentice will rotate through each area, providing a unique insight into the full Service Management and technology lifecycle.

Key Responsibilities:

  • Support the team in delivery of Service Excellence to our clients and colleagues directly and indirectly.
  • Work with a variety of business colleagues and build strong working relationships with all other technical teams.
  • Drive 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 day to day work, alongside apprenticeship qualification.
  • Moderate understanding of the MS Office (Word, Excel, PowerPoint, Outlook).
  • A proactive team player who is confident about working with others but also independently and can promptly escalate any issue and work remotely where required.
  • Logical and analytical approach coupled with intelligence, passion, and a drive to learn.
  • Ability to formulate own opinions by thinking analytically about problems, thinking 'outside the box' to resolve issues where required.

We are looking for a confident individual with a positive outlook, can-do attitude, and aspiration to want to progress.



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