Service Manager

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Job Title: Service Manager

Contract Type: Permanent

Location: Edinburgh or Alderley Park

Working style: Hybrid 50% home/office based

Closing date: 20th September 2024

The IT Service Manager's purpose is to continuously improve the quality, efficiency and effectiveness of Royal London Group's IT services to its business areas, to own and be accountable for end to end IT service experiences to business functions, and to build excellent trust-based relationships between the business and IT at all levels.

About the role

• Full service ownership for all aspects of assigned services, whether provided by IT or external parties. Define and maintain up-to-date data and links between business services and underpinning technologies and configuration items.
• Understand business processes and how IT services support these. Be able to articulate how IT issues, improvements and changes will impact on business processes.
• Build relationships between IT and the business at all levels to establish trust, collaborative working practices and a positive working culture. Act as a single point of contact and escalation between IT and business areas.
• Understand business customer needs and translate these into improvements or initiatives, with agreed and achievable action plans.
• Define, baseline and measure progress against service strategies, improvement plans and initiatives e.g. through service metrics, financial measures etc.
• Drive the use of standardised principles, practices, methodology and toolsets & embed ITIL practices across IT and the business.

About you

• Essential Criteria
  • Customer-service and customer-outcome driven
  • Excellent stakeholder management skills: ability to influence, mediate and drive collaboration
  • Understanding of IT and technical terminology and practices, including ITIL
  • Ability to quickly assess and appropriately prioritise competing activities
  • Commercial awareness: focus on and ability to drive cost-efficiency
  • Operational and service improvement experience
  • Service Management experience
• Desirable Criteria
  • Experience of working in a Financial Services environment
  • Supplier Management experience
  • Project Management/delivery experience
  • Familiarity with reviewing and renewing contracts and understanding Statements of Work from a Service Management perspective.
  • Incident Management Experience

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.