Senior Service Manager
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Job reference 321778
Senior Service Manager
Competitive salary plus car allowance, healthcare, annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.
Permanent, Full time
Royal Mail Sheffield
3 days a week in Sheffield Office (Pond Street)
Extra Benefits
• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
• Supportive and generous company sick pay
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.
*Available only to perm employees
SENIOR SERVICE MANAGER
Accountable for a portfolio of IT services and ensures that these services are delivered as specified in the formal agreements between the Business, the Technology Organisation and the Suppliers.
REQUIREMENTS FOR THE ROLE:
• Accountable for ensuring all services within the service portfolio remain operational in accordance with the stated service levels.
• Accountable for the success of the relationship with the customers, suppliers and business stakeholders. Co-ordinate the involvement of all parties in the resolution of long-running or complex incidents and problems.
• Ensure MIM process is adhered to. Ensure where necessary that the business impact is understood, and that communications to and from affected business stakeholders are effective.
• Act as the escalation point for service issues ensuring appropriate progress is made in a timely fashion.
• Establish and lead effective formal, documented service management meetings with suppliers and internal stakeholders; ensure appropriate actions are defined and carried out.
• Review and sign off business-relevant Service Reporting
• Monitor, manage and/or escalate supplier under-performance. Provide assistance with resolving disputes where required. Develop Service Improvement Plans when performance falls below the contracted service levels, or where opportunities for improvements arise.
• Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need and reported on
• Ensure that business customers understand the service / cost trade-offs and price drivers. Where required make the necessary changes
• Ensure a Service Catalogue for all critical applications / priority services is maintained
• Ensure that appropriate IT Controls and governance mechanisms are established and operated, as these relate to on-going Service Delivery
• Understand the requirements and responsibilities upon suppliers and use appropriate mechanisms to ensure that suppliers comply i.e. how services are delivered, as well as to what standard
• Ensure the success of the SIAM Operating model.
• Own risk management for a specific portfolio of services
Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.
Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us.
We don't expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we'd love to learn more about you.
Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.
We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Please note, this advert may close early if the appropriate number of applications has been reached.
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