Head of Service Management

1 week ago

Sheffield UK, South Yorkshire, United Kingdom Cyan Exec Full time

A career defining opportunity for an experienced Senior Manager, Service Delivery.

Vendor/ systems integration background highly desirable, managing services for a portfolio of financial services clients.

Sheffield based (central) - hybrid 3 days per week.

c£90 - 110,000 depending on experience + bonus + full comprehensive benefits


This is a career defining opportunity for an experience Senior Manager, Service Delivery to join company with a longstanding history providing the UK Financial Service Sector with software & managed services, now aiming to enhance its focus on customer success management. This role is crucial for shifting the team's focus from past performance to future growth and improvement in customer success and services.


You will lead a team of c50, so will need strong leadership skills, and will be responsible for developing standardised processes to drive improvement of key metrics and insights, ensuring a best-in-class approach. A strong customer advocate, the key to success will be a future-focused mindset and driving strategic improvements in service delivery.


The ideal candidate will have proven experience leading teams in the service delivery value chain, with a high preference towards someone working in the vendor space, delivering services to a portfolio of financial services customers.


The service management function needs revitalisation, and this is a truly exceptional opportunity to join a trusted, dominant supplier in the UK FS market, and shape service management and set standards for the UK business, potentially expanding into European or global roles.

This is a superb opportunity for someone looking to make a meaningful impact in a stable yet dynamic environment, where you will provide strategic oversight, deputisation and natural succession.


Key Responsibilities:


Team Leadership and Development:

  • Lead, coach, and develop a diverse function of c.50FTE across Service Managers and collaborators, driving high performance and operational excellence.
  • Organise the team to ensure continuity of service throughout the year.
  • Prepare the team for future demands, including recruitment and skill development as necessary.
  • Drive team performance through effective resource management and conflict resolution.


Client Relationship and Service Quality:

  • Drive standards and best practices in client delivery, ensuring high levels of service quality and customer satisfaction.
  • Represent the service line strategy and goals to clients and within the organisation.
  • Ensure commitments and service quality are maintained and reported accurately.
  • Implement and manage Operational Level Agreements (OLAs) and Quality of Service (QoS) internally.


Operational Excellence and Compliance:

  • Ensure business continuity, compliance, and process security in collaboration with the Security Officer and ISO.
  • Address critical incidents and escalate as needed.


Financial and Vendor Management:

  • Responsible for budget delivery in your remit, ensuring sufficient resources and skills are accounted for
  • Reporting financial performance for service line activities, including account closing, forecasts, and budget.
  • Identify and implement cost optimizations.
  • Working with Financial Control and Business Support functions, oversee relevant contracts with suppliers, improving profitability and efficiency.


Continuous Improvement and Development:

  • Foster a culture of continuous improvement within the team.
  • Define guidelines for improvement plans and maintain the continuous improvement register for your area.
  • Participate in the identification and development of value-creating services.
  • Lead the team in the development of the business with existing clients and supervise presales activities.


Key Performance Indicators (KPIs) you'll be measured against:

  • Service Level Agreement (SLA) compliance
  • Customer satisfaction scores
  • Efficiency and cost reduction metrics
  • Team performance and development
  • Financial performance against budget


Qualifications:

  • Minimum of 5 years of experience in service delivery management in the Financial Services Sector.
  • Strong preference given to someone from a vendor/ systems integration background.
  • Proven experience in managing cross-functional teams and driving service improvements.
  • Strong knowledge of ITIL practices, cloud services, and service delivery frameworks.
  • Excellent communication, leadership, and problem-solving skills.
  • Ability to manage multiple priorities and work under pressure.


Preferred Qualifications:

  • Experience with AWS and cloud service management.
  • Certification in ITIL, PMP, or relevant project management methodologies.
  • Strong understanding of compliance and security standards in IT services.


New employees will be required to pass a confidential consumer credit check and DBS check. This is a straightforward credit check for CCJ’s, bankruptcy and a criminal record check.


We are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.


Please send your CV for immediate consideration.

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