Service Manager

The Service Manager is central to the business-critical transformation of Technology delivery at our client's organisation. Reporting through to the Senior Engineering Manager for Inventory, GM and Clothing, at the heart of the role in the accountabilityto run the technology service provider for that particular area.

The role is accountable for managing all the services provided by Engineering Teams, primarily focused on third party delivery. As Service Manager you will interact with business partners at a senior level, Principal Service Assurance Manager, and otherappropriate Senior Manager roles across the broader business.

The role is accountable for day-to-day operational excellence for running services across a large portfolio of products, ensuring both internal and external teams are performing to the relevant set of operational KPI metrics regarding ITIL measures withinthe company Tech. The role holder must have a mindset and passion for world-class service and the ability to drive this from within the Engineering Teams and be prepared to challenge and flex their own thinking while we move to a mature state regarding Endto End Product Lifecycle Management delivery.

**What I need to do**:

- Continually improve the day to day running of products within the Supply Chain family and associated operational activities including Incident Management, Problem Management, Change Management, and Availability and Capacity Management.
- Accountable for ensuring high-quality service provision, meeting agreed requirements of the engineering teams and business stakeholders.
- Define and culturally embed a methodology for delivering high-quality service across the Supply Chain family.
- Deliver Service Reviews with both Product Delivery Teams and Service Assurance Teams.
- Contribute to, working closely with the engineering teams, the service strategies for the Supply Chain family.
- Own and deliver the assessment of all service transition tasks for new solutions including knowledge and article generation.
- Drive a culture of personal accountability and ownership, not only for their own contribution, also the contribution across the whole engineering team.
- Work within the product teams to deliver services that meet customer requirements and are manageable/viable.
- Implement risk management closure activities regarding service-related items within Supply Chain.
- Contribute to the visions for common/defined service measurement approach
- Support, as the SME for service within Supply Chain, to engineering/service assurance teams with the on-going transition to full E2E Product Lifecycle Management

**What I need to know**:

- Broad and deep industry knowledge of practical service management
- Knowledge of service management in the context of agile and iterative in-house development, as well as more traditional waterfall programme delivery
- Strong understanding and experience of ITIL Service Management framework
- Broad knowledge and understanding of technology concepts, with proven experience of successfully managing and maintaining services
- Experiences in Agile, Waterfall and DevOps methodologies
- Understand process management and control a broad knowledge and understanding of company Tech concepts with proven experience of successfully managing and maintaining services

**What I need to show**:

- Operate in an adaptive way to potential service requirements
- Excellent customer services manner: coaching others to make customer-oriented decisions and shares great stories of exceptional customer service
- Ability to implement processes that are logical and understood by a broad audience
- Ability to work collaboratively to support the long-term wider business agenda
- Adaptable approach to delivering service and value at pace
- Proactive in owning workload and managing multiple delivery and service demands in parallel
- Initiative to implement new ideas whilst being able to take an objective view on what is realistically possible.
- Communicating and influencing, including managing messages when presenting to stakeholders and up to Senior Manager level
- Take accountability for personal development including seeking feedback, building, and maintaining a meaningful personal development plan

**The role: Service Manager**
**Contract: PerM/Fulltime**
**Salary: £30,000 - £40,000 + Bonus + Benifits**
**Location: Holborn (Hybrid)**
**Start date: ASAP