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- Tasks: Lead a team to enhance IT service management and drive operational excellence.
- Company: Join Benefact Group, a charity-owned financial services leader with a culture of kindness.
- Benefits: Enjoy hybrid working, competitive salary, generous bonuses, and extensive health benefits.
- Why this job: Make a real impact in a role that champions service excellence and customer experience.
- Qualifications: Proven leadership in service management and strong ERP platform knowledge required.
- Other info: Be part of a diverse community committed to personal growth and charitable giving.
The predicted salary is between 36000 - 60000 £ per year.
Working hours: 35 hours per week, Monday to Friday
Duration: Permanent
Location: Gloucester
Job Ref: 204593
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.
Why join us?
Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.
What you’ll be doing
- 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.
What you’ll need to have
- 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.
What we offer
- 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.
- An array of health and wellbeing benefits, including 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.
Hear from the hiring manager
This is a great opportunity to join us at an exciting time in Group Technology Operations. You would have a particular focus on service experience for our customers, supporting and influencing our journey. You’ll be a key member of the team, part of our first line of experience and last line of defence.
About us
Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size. We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better. At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone. If you need any additional support during the recruitment process, then please let us know.
Lead Service Management Specialist in Gloucester employer: Ecclesiastical Insurance UK
Contact Detail:
Ecclesiastical Insurance UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Management Specialist in Gloucester
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry 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. Understand their values and how they align with yours. This will help you stand out as someone who genuinely wants to be part of the team.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Lead Service Management Specialist in Gloucester
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 ERP or payment systems expertise, especially with 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 contribute to our mission at Benefact Group. Don’t forget to mention your commitment to delivering exceptional customer experiences.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to drive results in service management. We love numbers, so if you’ve improved service levels or led successful projects, make sure to include those details!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at Ecclesiastical Insurance UK
✨Know Your ITIL Inside Out
Since this role heavily involves ITIL principles, make sure you brush up on your knowledge of ITIL frameworks and governance. Be ready to discuss how you've applied these principles in past roles, especially in managing service levels and operational stability.
✨Showcase Your Leadership Skills
As a Lead Service Management Specialist, you'll be leading a team. Prepare examples that highlight your leadership style, how you've developed teams, and fostered a culture of accountability and collaboration. Think about specific challenges you've faced and how you overcame them.
✨Demonstrate Your ERP Expertise
With Workday experience being essential, ensure you can speak confidently about your background with ERP platforms. Be prepared to discuss specific projects where you've improved service delivery or optimised processes, particularly in finance, HR, or procurement.
✨Engage with Stakeholders
This role requires excellent stakeholder management skills. Prepare to share examples of how you've successfully collaborated with various business stakeholders to align IT services with business outcomes. Highlight your communication strategies and how you've influenced decisions at different levels.
