Senior Service Manager

This is an exciting senior role, in a highly dynamic environment with a multi-layered systems landscape making the task of maintaining service integrity challenging.

As a Senior Service Manager, you will have to operate at a level that provides and drives a strategic view across this complex landscape combined with the determination to absorb a significant amount of information to ensure high quality service delivery and improvement of customer service is achieved.

You will have a good appreciation of the technical aspects of the infrastructure, and where appropriate constructively challenge industry, suppliers on service implications, considering both commercial and financial consequences/constraints.

You will have senior experience of IT Service Management best practice from a comparable environment; it would be advantageous to have gained this experience within the energy sector.

Accountabilities / Person Spec

• Possess B2B Senior Service Management experience in a complex multi-supplier environment.
• Advanced skills in Microsoft Office products (Word, Excel, PowerPoint, Visio, Project) with an ability to produce professional documents for presentation to executive management and across industry with the ability to translate technical information, challenges, and requirements into easily understandable and digestible content in a confident and articulate way for mixed audiences
• Significant Experience in applying service management tools and methods within relevant approaches and frameworks such as ITIL
• Have the ability to develop initiatives to provide continuous tactical and strategic service improvements including cost reductions, stakeholder satisfaction with consideration at all times given to regulatory, business governance and security restrictions.
• Be a Strategic, proactive, and creative thinker, whilst grounded in the use of analysis tools and frameworks to solve problems, innovate, and enable the development of strategic objectives and outcomes
• Have commercial understanding, inclusive of cost to serve and cost of failure methodologies, as well as return on investment understanding.
• Ensure the identification and resolution of issues relating to services, systems, software, and changes, as specified in the service provider contracts.
• Create and maintain external symbiotic relationships with government bodies, industry, and regulatory groups.
• The ability to work effectively through a matrix organization utilizing strong influencing skills. This also includes a mature business approach to problem solving and conflict resolution at a senior level.
• Expert facilitator, drawing out problems, involving and gaining commitment from the relevant stakeholders in the business with credibility and gravitas to establish trust, gaining consensus and buy-in, orchestrating engagement and collaboration with senior leadership.
• An ability to develop and build trusting open strategic senior relationships using excellent stakeholder management skills.
• An ability to hold their own at all levels and encourage engagement and debate into conversations with excellent listening and communication skills to effectively interface across all levels of leadership
• The successful candidate must possess a high level of energy with a collaborative, can do attitude combined with the strength and confidence

Person Spec

• ITIL Qualification
• Experience of working in a Senior client-facing environment.
• Strong self-leadership – able to set a clear forward workplan for themselves and others. In all dealings, role-modelling our core values of Excellence, Partnership, and Ingenuity
• Strong communication skills – ability to take a complex topic and explain it in simple terms for internal and external audiences. Confident in engaging with senior stakeholders and presenting at external meetings. Ability to influence and persuade others of a particular position or viewpoint and excellent drafting skills.
• The depth of knowledge and strength of character to provide leadership, ensuring positive outcomes are attained in difficult and challenging situations.