At a Glance
- Tasks: Lead service management to enhance operational stability and improve service quality.
- Company: Dynamic tech company focused on innovation and excellence in service delivery.
- Benefits: Competitive salary, professional development, and opportunities for career advancement.
- Other info: Join a collaborative team dedicated to enhancing technology operations in a regulated environment.
- Why this job: Make a real impact by driving continuous service improvement and managing vendor performance.
- Qualifications: Strong understanding of infrastructure, service management, and client-facing roles required.
The predicted salary is between 59576 - 70089 £ per year.
Role Description Reporting to the Deputy Head of Technology UK identify systemic issues and recurring failure patterns impacting service quality; ensure alignment between production support, engineering, and change teams to improve operational stability; support capacity planning discussions using platform utilisation and demand trends.
Vendor monitor and report vendor performance against SLAs, including responsiveness, resolution effectiveness, contribution to incidents; Escalate vendor issues and ensure accountability for service delivery.
Technical Debt track and report backlog of remediation items, risk exposure linked to ageing infrastructure or unsupported components; collaborate with engineering and leadership teams to prioritise remediation activity; ensure technical debt is clearly articulated to clients in terms of risk, impact, and mitigation plans.
Continuous Service Improvement – Identify opportunities to enhance platform stability, monitoring and observability, incident response effectiveness; drive initiatives that reduce incident volumes and improve service quality; support implementation of best practice service management aligned to ITIL principles.
Requirements Strong understanding of enterprise infrastructure, platform operations, and service management in a regulated environment.
Proven experience in client‑facing service management or technology operations roles.
Ability to interpret and present technical metrics (performance, availability, capacity) to non‑technical audiences.
Experience managing major incidents and crisis communications.
Strong knowledge of SLA/KPI frameworks, ITIL practices, and service governance.
Demonstrated ability to manage third‑party vendors and complex service ecosystems.
Commercial awareness and ability to align technical performance with client outcomes and business impact. #J-18808-Ljbffr
