Regional Service Management Lead
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Role summary
Managing the Regional Service Management team and alignment to processes (Incident Event Request Problem Change) ensuring that they are all fit for purpose and meet the aims of supporting the Firm.
Ensuring that the reliability and performance of the regional services is in line with the business requirements. Delivering to the defined Global processes to ensure the effectiveness of the management and transparency of the overall service lifecycle and support including identification stability performance capability risk acceptance transition sign off and analysis of the services. Managing any IT communications to the business and ensuring you are representing the voice of the customer in all messaging or customer facing transitions.
The role will also be accountable for the regional service in the region they are based.
Ensuring all the regional operational IT needs of the business are fully supported and managed and that the reliability and performance of the services is in line with the regional business requirements.
Management of the overall service lifecycle and support including stability performance capability risk acceptance transition sign off and analysis of the services working closely with the global service management team
Developing a deep understanding of what is important to the service you will be identifying prioritising and driving improvements key business initiatives and the resolution of service-related issues through established strong relationships with your key stakeholders and across all of the technical teams and the central service management team.
A key element of this role is to interface with the Head of Technology Services Global Service Management Lead and the outsourced service provider as applicable ensuring performance is in line with expected and contracted agreements and tackling any shortfalls swiftly and effectively in conjunction with the central service management team.
The role is also responsible for working closing with the technology delivery teams to ensure successful delivery and adoption of technology and process change in their region working aligned to the global standards.
Key responsibilities and deliverables
Management of a regionally dispersed team ensuring they all deliver to the defined global standards and processes
Ensure consistent high-quality delivery of IT services within all regions in line with business expectations working collaboratively with the Head of Technology Services and their team
Ensure that the Service Catalogue and the Global IT service model provides the optimal support to the Customers of the Services. Identifying and eliminating gaps and Continuously Improving
Promote and improve the Operational Service Management function and processes driving a service culture with the appropriate level of controls to protect and support live services
Ensure and maintenance and continuous review of SLAs/OLAs/XLAs alongside appropriate risk acceptances
Identify and implement key improvements to aid IT adoption via various methods including direct comms self-help training opportunities etc
Ensure Service and Supplier reviews are carried out routinely and appropriately with underperformance tacked appropriately for those where the relationship in owned in the region
Oversee the resources and systems management in-line with Firm policies and process
Management of Major Incidents including the 24/7/365 out of hours IT MI support rota - supporting Major Incidents to ensure minimised impact and clear business communications for their region
Input into plans for future service liaising with all relevant stakeholders to understand the changing and future requirements of the services
Ensure new services are transitioned into the live environment smoothly and with minimal impact to existing services
Ensure smooth transition of Projects into Service owning the regional sign off for the Services from Transition
Oversee the key details on Service elements ensuring that they are managed efficiently within each element of the processes e.g Event Incident Problem Config Knowledge Change Request etc
Monitor and Manage Service costs - identifying and eliminating waste and maximising benefits within regional / local budgets
Provide appropriate reporting to key stakeholders including detailed or high-level analysis as required
Ensure that all relevant Service information is routed appropriately with all key stakeholders updated.
Requirements (communication/skills/experience)
Knowledge & Experience:
Experience in managing a team of Service Management Professionals
Forward thinking detailed and passionate Service Management professional
Excellent Process improvement skills
Experience in developing insight from a variety of data sources including those created by other teams such as data analysis and external research
Experience of structured thinking and logical reasoning
Experience of assimilating fact-based evidence and recommendation into effective output
Excellent analytical problem solving and influencing skills
Major Incident Management experience
Experience in holding supplier/service reviews with external vendors
Strong ITIL Experience (Foundation level minimum) strong understanding of key modern Service Management thinking and across process lifecycles with the ability to translate to this environment.
Technical & People Skills:
Collaborative professional accountable and trustworthy
Passion for customer excellence
Ability to translate analysis into insights
Fosters strong connections and works in collaboration with other teams & departments
Knowledge of systems and relevant software applications (ITSM toolsets ideally ServiceNow)
Service Management process and lifecycle management - previous experience with Service Management communication and interaction channels.
Knowledge of modern approaches to Service Management including automation.
Proven skills in matrix management
Highly dynamic approach to task management
Strong demonstration of Leadership skills
Demonstrable ability to influence across all teams regardless of accountability
Can build strong relationships with key business stakeholders demonstrating understanding and empathy and translating into IT requirements.
Able to present at all levels able to communicate technical findings to non-technical audience in an engaging manner
Ensuring stakeholders and contributors are involved across the change management process gaining sign off at regular touchpoints
Excellent communication skills written and verbal.
Empathetic - views from a customer perspective
Ability to influence outside of specific area of management demonstrating the value and encouraging collaboration
Can generate solutions from complex problems
Excellent facilitation ability
Sound commercial acumen
Decisive and calm in a crisis
Key Skills
About Company
The world’s biggest international organisations rely on us to help them make the right decisions in a fast-changing world. We combine the knowledge, experience and energy of the whole firm to solve our clients’ most complex challenges, wherever and whenever they arise.
