Service Manager

WTW group; Greater London; Hybrid; GBP 70,000 - GBP 90,000; Full time

Job summary

A leading consulting firm in Greater London is seeking a Senior Service Manager to oversee service operations and ensure customer satisfaction. This role includes managing IT service delivery, incident and problem management, and developing strategic plans for operational efficiency. The ideal candidate will possess a Bachelor's degree in Computer Science or IT, strong experience in service management within the financial industry, and familiarity with ITSM tools like ServiceNow. The company offers extensive benefits, including generous leave and wellbeing programs.

Benefits

25 days of annual leave

Private healthcare

Life insurance

Pension scheme with company matching

Employee assistance programme

Volunteer day

Electric vehicle car scheme

Cycle-to-work programme

Dental and optical cover

Qualifications

• Strong experience in a service management role within the financial industry.
• Experience with governance and contract management for third party service providers.
• ITIL and/or PMP certification preferred.

Responsibilities

• Evaluate IT and Operations efficiency and identify improvements.
• Manage IT Service Portfolio and Service Catalog.
• Develop corrective action plans for operational quality issues.
• Oversee Incident and Problem Management.
• Direct Service Delivery Management and Budget Management.

Skills

Problem-solving

Critical thinking

Stakeholder management

Teamwork

Education

Bachelor’s Degree in Computer Science or Information Technology Management

MBA

Tools

ITSM tools like ServiceNow

Reporting software

Job description

Description

A Senior Service Manager is responsible for overseeing service operations, ensuring customer satisfaction, and managing service teams to meet organizational goals. This is a critical employee who oversees IT services' management and provision, ensuring they meet quality standards and business goals. In this role, you will manage issues and incidents, ensure smooth change implementation, and cultivate good connections with stakeholders and third parties. You will play a critical role in guaranteeing the effectiveness and dependability of IT operations, by establishing a solid framework for third party governance.

Responsibilities

• Continuously evaluates IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement

• Seeks feedback from the internal stakeholders, agree and own the team’s Continual Service Improvement Plans (CSIPs)

• Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions and the configuration management database (CMDB)

• Directly involved in strategic quality planning by developing corrective action and counter measures to operational quality issues

• Incident and Problem Management, Service Delivery Management, Budget Management, Stakeholder Management (Internal and External), Continuous Improvement

Qualifications

What you\'ll bring:

• Bachelor’s Degree in Computer Science, Information Technology Management and/or an MBA is required

• Strong and extensive years of experience in a similar role within the financial industry or a complex international environment

• Experience with establishing oversight and governance with third party service providers for contract management and performance monitoring is required

• Familiarity with reporting software, ITSM tools like ServiceNow is strongly preferred.

• ITIL and/or PMP certified would be preferred

• Ability to think out of the box, solve problems, encourage innovation and manage change

• Actively promotes ideas, proposals, and influences strategy

• Excellent critical thinking and creative problem solving

• Ability to work independently, under own initiative and within a team

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You\'ll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please [e-mail]