Service Management Lead

Would you like to enrich the lives of learners? RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

RM plc is a £211m group of businesses, with c. 1,990 employees globally. Established in 1973, RM provides market-leading products and services to educational institutions, exam bodies and international governments which improve, simplify and support education and learning. RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and Education Resources.

The Role

Reporting to the Service Delivery and Standards Manager, this pivotal role will spearhead the establishment of the Service Management Office, focusing on the rapid maturation of ITIL practices. The Service Management Lead will oversee the implementation and delivery of ITIL methodologies across the designated customer base, ensuring that all processes are not only fit for purpose but also aligned with both RM Technology's objectives and those of our customers. This customer-facing position is essential for enhancing customer satisfaction, optimising service efficiency, and driving continuous improvement initiatives within the IT service management framework. Additionally, the Service Management Lead will take on the responsibility of line management for a small team of process managers and analysts, guiding them towards excellence in service delivery.

Main Responsibilities include but are not limited to:

• Establish and Manage the Service Management Office (SMO): Lead the creation and operationalisation of the SMO.
• Develop and mature ITIL Practices: Continually develop and establish Incident, Major incident, Problem, Change Enablement, Service Request, Software Asset and Configuration Management and Knowledge Management.
• Oversee ITIL Practices: Manage the end-to-end delivery of ITIL practices, ensuring that all processes are fit for purpose and aligned with both RM Technology’s and customer objectives.
• Enhance Customer Satisfaction: Act as a customer-facing representative, focusing on improving customer satisfaction through effective service management and communication.
• Monitor Service Performance: Track and report on service performance metrics, providing insights and feeding back findings to Service Operations teams.
• Manage a Team: Supervise and mentor a small team of process managers and analysts, fostering a culture of excellence and continuous improvement.
• Conduct Training and Awareness Sessions: Organise and deliver training for Service Operations staff on ITIL Practices and what that means for them.
• Compliance: Ensure that the SMO aligns to, and supports, the RM Technology ISO Management Systems and other certifications.

The role and its responsibilities can be expected to evolve across time.

Skills and Experience

• Proven experience in a service management role.
• Proven experience of creating or rapidly improving ITIL processes.
• Proven experience of working in an MSP organisation, delivering for multiple customers within a Managed Service environment.
• A strong collaborative team player, able to work well with extended business members both internally and externally.
• An executor, able to translate requirements into delivery, and ensure this is achieved.
• A change agent, driving and managing process improvement across the in-scope customer base and RM Technology.
• In-depth knowledge of current and emerging technology trends and how they can be leveraged for the in-scope customer base.
• Experience with service management tools (e.g., ServiceNow or similar).
• Strong communication and interpersonal skills with experience in working closely with executive leadership and stakeholders.
• Familiarity with Agile methodologies and continuous improvement practices.
• Ability to lead and motivate teams in a fast-paced environment.
• Strong analytical and problem-solving skills to identify process issues and implement innovative solutions.
• ITIL v4 Foundation (ITIL v4 Strategic Leader desirable).
• A strong alignment to RM's core behaviours: Be Brave, Win Together, Be Curious, Make it Simple and Consider it Done.

What’s in it for you?

At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com. Unfortunately, we are unable to offer visa sponsorship for this role.