Service Experience Manager

Service Experience Manager

Context Strategic thinker with a passion for; customer experience, value creation & business outcomes. Ensuring that the IT services provided across the Ampa group meet the needs of the business functions and team members.

What is needed from a Service Experience Manager at Ampa?

• Support the Technology Operations team in creating and delivering a consistent unified IT experience that brings value to the business.
• Establish close working relationships with assigned business functions alongside the Business Relationship team, to build an emotional relationship to understand why services and products are needed and how they are used.
• Be an active member of the Experience Management Office, supporting the creation and operation of an XLA (Experience Level Agreement) Framework utilizing an Experience Reference Matrix to gather, report, interpret and act on colleague experience findings.
• Take ownership as needed of ITSM / ITIL functions which may include one or more of the following: Service Strategy, Service Design, Service Transition, Problem Management, Major Incident etc.
• Collaborate with CIO team colleagues to maintain a good knowledge of their activities and to work together to stage and meet the required experiences of IT.
• Leverage expertise and relationships to contribute to the ongoing maturity of a comprehensive service operations model that achieves the CIO team objectives, whilst meeting high standards for colleague experience and satisfaction.

Key Accountabilities

• Work closely with teams in ensuring all processes align and support a consistent level & high standard of service provision.
• Be allied with business functions and Business Relationship team, ensuring that colleagues have the required access to IT services and support needed, to reduce shadow IT and establish a trusting relationship between consumers of IT services and those providing them.
• Evangelise best practice and a customer first mindset.
• Support the drive for a culture of customer-centricity throughout the organization.
• Deliver the transformation for the agreed customer experience vision.
• Monitor KPI/Performance, user experience and digital experience to drive improvement initiatives.
• Maintain continuous service improvement registers that capture the needs and wants, and track decisions and actions to progress and feedback.

Essential skills / experience needed:

• Experienced in working within an SLA framework and/or an IT Service Management (ITSM) environment.
• Knowledge of the XLA model or an IT Experience Management (ITXM) environment.
• Certified ITILv4 with commensurate operational experience. Foundation level a minimum, with advanced qualification or designations preferable.
• Come from IT Customer / Service Operations management centric background.
• Proven experience in communicating with customers at all hierarchical levels and in high pressure situations, fostering robust relationships and balancing requirements.
• Ability to successfully gather, analyse, report on, and interpret performance data relating to user sentiment, ITSM metrics, and digital performance.

Role Purpose

To develop a deep understanding of the experience needs and wants of all consumers of IT services provided by Ampa Group Services, to be used to enable the CIO teams to design and produce technical & service models which enable colleagues to carry out their role effectively with ease and allow teams to meet the business objectives.

This role will require the skills to create detailed user stories and to translate this into clear roadmaps which will be used by the CIO team and the business functions to baseline, track and improve progress and value.

This role will work closely with all CIO teams to maintain current knowledge of products and services provided, project progress, roadmap content, & future plans, and to provide these teams with insights into the needs and wants of business functions. A primary association will be with the Business Relationship team to support a virtuous loop of continuous improvement.

The role will be an advocate for best-in-class IT service management standards such as ITIL and have a good understanding of an experience management framework. Involvement in supporting colleagues with a consistent adherence to processes is key, and participation within the Experience Management Office will be required.

This role will require a proactive, adaptable person who is confident and thrives in putting the customer at the core of everything we do. Serving as a key point of contact for the Ampa Group Services team, this is a critical role in redefining perceptions of excellence.

We have a blended 'work to your diary' approach where we flex when, where, and how we work, with attendance at our hubs when required.

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we're keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Solihull, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Peacehaven, Seaford, Storrington, Southampton & Tunbridge Wells.

Additional information

Want to find more about our amazing benefits ?

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

About Ampa Group

Welcome to Ampa - a leading group of legal and professional services brands, home to leading legal services firms such Shakespeare Martineau, Lime Solicitors, Mayo Wynne Baxter, Marrons and others.

Our 'House of Brands', is where legal and professional service brands converge to unlock exciting opportunities for career advancement, collaboration, and comprehensive business services support across various disciplines including HR, IT, finance, and marketing.

Our overall purpose is to act as the cornerstone that facilitates the growth of every brand within our collective, empowering them with enhanced purchasing capabilities, access to specialised expertise, and a cohesive set of values and culture.

At our core, we are dedicated to creating an environment where each brand thrives through mutual growth and co-operation. Through our shared infrastructure and central support, we enable our brands to flourish, using the strength of our collective resources.

If you are passionate about driving positive change and immersing yourself in an inclusive, diverse, and supportive culture, then we invite you to join our team as we continue to unlock the potential in our people, clients, and investors.