At a Glance
- Tasks: Lead a team to enhance IT service management and drive operational excellence.
- Company: Join Benefact Group, a forward-thinking company in Gloucester.
- Benefits: Enjoy hybrid working, competitive salary, generous bonuses, and extensive leave.
- Other info: Great career growth opportunities and commitment to employee wellbeing.
- Why this job: Make a real impact on service experience and customer satisfaction.
- Qualifications: Proven leadership in service management and strong ERP knowledge required.
The predicted salary is between 60000 - 75000 € per year.
Working hours: 35 hours per week, Monday to Friday
Duration: Permanent
Location: Gloucester
About The Role
Benefact Group are looking for a Lead Service Management Specialist to join our Gloucester office. This is a senior role reporting directly to the Head of Service Experience, where you’ll lead a team of Service Managers and act as the strategic owner for IT-provided services across ERP and payment platforms. You’ll ensure that Service Management functions deliver exceptional value to the business, balancing operational stability with continuous improvement, and driving service excellence in areas critical to finance, HR, procurement, and customer transactions.
Responsibilities
- Lead and develop a team of Service Managers, fostering a culture of accountability, collaboration, and continuous improvement.
- Drive governance for ITIL-aligned practices, ensuring OLAs/SLAs are defined, monitored, and achieved for ERP and payment services.
- Act as the strategic owner for ERP (including Workday) and payment services, ensuring stability, security, and compliance across enterprise-wide platforms.
- Serve as the primary liaison between ERP and payment system vendors, managing relationships and ensuring contractual obligations are met.
- Collaborate with business stakeholders to align IT services with business outcomes, focusing on process optimisation and service value.
- Champion service management best practices for SaaS-based ERP platforms, ensuring compliance and operational excellence.
Qualifications
- Proven leadership experience in service management, with the ability to manage and develop a team.
- Strong background in ERP platforms (Workday experience essential) and payment systems (e.g., Worldpay).
- Deep understanding of ITIL principles, governance frameworks, and compliance requirements for financial and transactional systems.
- Experience managing global or multi-country services and third-party vendors.
- Excellent stakeholder management and communication skills, with the ability to influence at all levels.
- Commitment to delivering exceptional customer experience and service quality.
What makes you stand out
- Track record of owning and improving ERP or payment services in complex environments.
- Experience aligning IT services with business objectives across finance, HR, and procurement functions.
- Ability to manage multiple priorities and drive results in a fast-paced, evolving environment.
Benefits
- A competitive salary – let's discuss it
- Hybrid working
- Group Personal Pension – up to 12% employer contribution
- Generous annual bonus scheme between 7.5% and 30%
- 28 days annual leave plus bank holidays, and a holiday buy and sell scheme
- Private healthcare, income protection and life assurance
- £200 annual personal grant to a charity of your choice
- Encouraged to take at least one volunteering day per year
- Employee Assistance Programme
- Full study support to gain professional qualifications
- Access to virtual GP
- Enhanced maternity and paternity pay
Equal opportunities: We welcome applications from everyone.
Lead Service Management Specialist employer: Benefact Group
Benefact Group is an exceptional employer located in Gloucester, offering a dynamic work environment that prioritises employee growth and collaboration. With a strong commitment to service excellence, the company provides generous benefits including a competitive salary, hybrid working options, and extensive professional development support, making it an ideal place for those seeking meaningful and rewarding careers in service management.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Management Specialist
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see that you’re genuinely interested in making an impact!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are talking about your skills and experiences, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Lead Service Management Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Lead Service Management Specialist role. Highlight your leadership experience and any relevant work with ERP platforms like Workday. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about service management and how you can drive excellence in our team. Be sure to mention your understanding of ITIL principles and your commitment to customer experience.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to manage and improve services. We love numbers, so if you can quantify your successes, do it! This will help us see the impact you've made in previous roles.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s straightforward and ensures your application goes directly to us. Plus, we can’t wait to read your application!
How to prepare for a job interview at Benefact Group
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles and governance frameworks. Since this role is all about driving service excellence, being able to discuss how you've applied these practices in previous roles will show that you're the right fit.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in service management. Highlight your ability to foster a culture of accountability and collaboration, as this is crucial for the Lead Service Management Specialist position.
✨Understand ERP and Payment Systems
Get familiar with ERP platforms, particularly Workday, and payment systems like Worldpay. Be ready to discuss your experience with these technologies and how you've improved services in complex environments.
✨Communicate Like a Pro
Since stakeholder management is key, practice articulating your thoughts clearly and confidently. Think of examples where you've influenced decisions at various levels, as this will demonstrate your communication skills and ability to align IT services with business outcomes.
