Service Manager

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Company Description

Legal & General (L&G) is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement. We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

Job Description

The role of the Service Manager is to ensure the business customers are receiving high quality IT services that meet or exceed customer demands whilst maintaining high levels of customer satisfaction. As the face of IT to the Retail business areas, you’ll play a key role in building robust working relationships based on trust and reliability across all levels, including C level management.

What you’ll be doing:

• Developing a strong understanding of the target business areas and their portfolios of services, establishing engagement with key stakeholders and building trusted relationships, and developing and maintaining high levels of customer IT satisfaction, hosting periodic Service Review meetings and managing actions through to timely completion.
• Understanding the suppliers supporting the IT services portfolio, ensuring appropriate performance levels and compliance with contractual SLAs, managing and tracking supplier issues through to remediation, and working with Supplier Relationship Management to address contractual breaches and deviations.
• Maintaining the Retail Service Schedule and Service Level Agreements for all internal and external IT suppliers, providing regular KPI reporting, monitoring trends and proactively addressing areas of concern before they impact service levels, and maintaining a Continual Service Improvement model to enhance IT service delivery.
• Owning and maintaining the IT Service Catalogue, leveraging CMDB data to provide accurate and up-to-date service information to IT and business stakeholders, and ensuring service data is accurate and fit for purpose.
• Understanding key stakeholder roles and responsibilities within the Service Delivery model, establishing and maintaining an effective network of contacts to resolve issues promptly and support improvement initiatives, and articulating clearly while managing expectations with business and IT stakeholders at all levels.
• Communicating effectively across organisational and technical boundaries, imparting technical information clearly and concisely for the target audience, and using influencing skills to resolve conflicts and deliver a cohesive IT experience for the business.
• Working with IT Product Owners and internal and external suppliers to understand the portfolio of projects and changes affecting the IT services portfolio, ensuring business engagement in planning and understanding of timelines and required involvement, confirming operational impacts are acknowledged before acceptance and appropriate testing is completed, and managing communications for significant business events.
• Ensuring new and amended IT services meet appropriate design standards and transition requirements to support smooth onboarding, ongoing operability, and effective support.

Qualifications

Who we’re looking for:

• Excellent knowledge of ITIL Framework and Processes.
• Good understanding of IT security, GDPR and regulatory requirements.
• Understanding of Agile Service Management principles & techniques.
• Experience in managing and improving IT supplier performance and managing to SLAs.
• Must have a proven track record in effective business engagement and oversight of IT portfolio of services.
• Good understanding of the service design and transition process, with experience in defining and collating Service Delivery Management requirements.
• Exposure to Supplier Relationship Management and management of contractual commitments.

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
• Generous pension contribution.
• Life assurance.
• Healthcare Plan (permanent employees only).
• At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There’s also the option to buy and sell holiday.
• Competitive family leave.
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only).
• There are the many discounts we offer - both for our own products and at a range of high street stores and online.
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart.

Additional Information

At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all. If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel. We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. It doesn’t matter if you don’t meet every single criterion in this advert. Instead think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.