Service Performance Manager

3 weeks ago

Redditch, Worcestershire, United Kingdom Halfords Full time
Service Assurance Manager Job Description

As a key member of our team, you'll be responsible for delivering an end-to-end view of service performance and customer experience across IT services. This involves agreeing on service levels with customers, ensuring compliance, and communicating performance to key stakeholders.

Some of your key responsibilities will include:

  • Building strong relationships with customers and stakeholders to align IT Services with strategic objectives
  • Creating close working relationships with Architects, Product Owners, Infosec, Programme Leads, and Group Commercial to deliver reliable, modern, and robust services
  • Holding regular service performance meetings with associated service providers and performing regular 'dip tests' to ensure accuracy of data
  • Conducting audits of suppliers and partners to validate reporting and provide measurement of services, benchmarking service where appropriate
  • Holding regular service reviews with stakeholders to demonstrate performance, review service risks, and undertake customer satisfaction measurement and improvement
  • Defining, implementing, and governing SLAs for assigned services and ensuring delivery of service to agreed levels
  • Working with the major incident and problem management teams to ensure next steps are always taken to prevent future MI's
  • Understanding business priority, ensuring services are aligned to priority, and translating and communicating priority throughout IT
  • Developing a view of customer experience and service performance and delivering this insight to the Head of Service and Operations
  • Proactively identifying and delivering service improvement plans (SIPs) required to maintain or improve service levels
  • Acting as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
  • Maintaining a service risk register to manage, mitigate, and accept operational risks to service and deliver improvements to mitigate risk
  • Being the custodian of live service and approving changes to assigned services to ensure impacts are understood and service performance is not negatively impacted
  • Working with the Service Introduction Manager to ensure delivery of new services, including service level requirements, measurement capabilities, and agreement with stakeholders and product teams
  • Continually improving monitoring and observability for faster rectification of issues.

Requirements:

  • Solid technical background and commercial awareness to participate in technical and commercial discussions
  • Relationship building skills and the ability to empathise with customers and their needs
  • Ability to understand technology requirements and drivers
  • Experience in conducting meaningful discussions around how IT Services meet customer needs
  • Proficiency in customer management techniques, including understanding customer requirements, capturing, and delivering a service
  • Ability to demonstrate high presentational skills, adapting to all levels of audience
  • Ability to lead virtual support groups, suppliers, and internal and external customers
  • Previous involvement in managing third-party suppliers
  • A customer-obsessed approach to working, ensuring our systems and services are working to enable every sale across every area of business (web/garage/store)
  • Passion for reporting, taking key messages from data, and presenting to all levels of the organisation
  • Drive and ambition, wanting to extract the best out of suppliers and teams
  • Experience in implementing improvement plans across a range of business units and services and understanding the commercial implications of the work undertaken and improvements required
  • Good working knowledge of key service management processes
  • Strong service and continuous improvement ethos

Work Arrangements: Hybrid working with occasional travel to our support centre in Redditch, Worcestershire.

Halfords is an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

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