Manager, Service Management

Able to work effectively with high levels of ambiguity and incomplete information. 

Applying broad, structured and creative thinking to solve complex delivery and governance problems. 

Acting as a thought leader on service management practice, not just an administrator of process. 

Demonstrating strong self-starting behaviour, identifying problems and improvement opportunities without direction. 

Own the Service Governance & Improvement framework, acting as a thought leader and technical authority on service management practice: defining and maturing policies, standards, process controls and continuous improvement activity. Own Service Transition and Problem Management. 

Own data analytics and reporting, using insight to identify systemic gaps and prioritise improvement effort. 

Maintain oversight of the Logistics function, ensuring equipment provisioning and distribution run reliably in line with agreed service levels. 

Define, track and report service governance and delivery KPIs/KRs to senior stakeholders, ensure compliance with agreed SLAs, KPIs and governance processes, and support the organisation’s Gartner IT Score improvement plan and ESM transformation. 

Coach, develop and manage the performance of direct reports, and act as an escalation and decision point for project delivery, governance and logistics issues. 

Partner closely with peer Service Operations managers and senior authorities across the business. 

Take accountability for high-impact, business-critical delivery even where elements sit outside core service management expertise. 

Have strong working knowledge of ITSM/ITIL governance practices, policy and standards, with experience embedding continuous improvement frameworks. 

Have a working understanding of equipment/asset provisioning and distribution, sufficient to provide oversight of a logistics function. 

Have an understanding of control frameworks such as COBIT 2019, and experience supporting audit and risk review activity. 

Be able to define and interpret governance and delivery KPIs/KRs and translate them into clear insight for senior stakeholders. 

Have experience managing, coaching and developing a team, including direct line management of a manager. 

Be able to work effectively with peer managers and cross-functional teams to ensure joined-up practice. 

Be a confident communicator, able to engage technical teams, business stakeholders and senior leadership with equal credibility. 

Exposure to ISO27001 or SOC2 audits. 

Experience of utilising Jira, preferably JSM. 

Using AI in day to day work 

Clear and confident communicator in English, able to collaborate effectively across time zones and cultures