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- Tasks: Lead client-focused service management for a key insurance product.
- Company: Join a leading insurance client known for innovation in SaaS solutions.
- Benefits: Enjoy hybrid work, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a dynamic team making a real impact in service delivery.
- Qualifications: Experience in service management, ITIL certified, and strong client-facing skills required.
- Other info: This is a 12-month contract role with potential for future opportunities.
The predicted salary is between 43200 - 72000 £ per year.
We are recruiting for a Senior Service Manager with SaaS experience to join one of our Insurance clients on a 12 month contract. This role will be 80% client focused and it’s for one of their most critical products, seeking someone with a strong level of client facing experience. Inside IR35. Hybrid- 2 days a week in Reigate.
Responsibilities:
- Support the Service Management lead in designing, documenting, maintaining, and improving Service Management processes.
- Work with internal teams to ensure end to end service delivery is being provided to all clients.
- Build relationships with internal and external stakeholders.
- Serve as an escalation point for client issues.
- Work with Incident response teams to ensure service resolution.
- Liaise and communicate with clients during major incidents.
- Maintain, improve, and promote the Service Catalogue.
- Work on projects to ensure Service management processes are covered and documented.
- Help to promote the Service Management function across functions.
- Be a trusted partner for both internal and external stakeholders.
Support Service Management and Delivery Leadership with:
- Program planning and execution through engagement in defined quarterly planning aligned with functional team leads.
- Definition and execution of future support strategy, Business Continuity Plans (BCP), and regulatory compliance.
Experience:
- Experience implementing service improvement plans.
- Proven experience working in a service management capacity for a market facing SaaS provider.
- ITIL V3 or V4 qualification, and professional understanding of ITIL framework.
- Proficiency in using service management software and tools (e.g., ServiceNow, BMS, etc.).
- Data driven, with the ability to create improvement programs from gathered data and measure and iterate for success.
- A bachelor’s degree in business administration, Management, Information Technology, or a related field is valuable.
- Insurance/ Financial sector experience.
Senior Services Manager employer: Lorien
Contact Detail:
Lorien Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Services Manager
✨Tip Number 1
Network with professionals in the insurance and SaaS industries. Attend relevant events or webinars to connect with potential colleagues and learn more about the company culture at StudySmarter.
✨Tip Number 2
Familiarise yourself with the ITIL framework, especially V3 and V4, as this knowledge will be crucial in demonstrating your expertise during interviews. Consider joining online forums or groups focused on ITIL best practices.
✨Tip Number 3
Prepare to discuss specific examples of how you've implemented service improvement plans in previous roles. Highlight your data-driven approach and how it led to measurable success in service management.
✨Tip Number 4
Research our current service management processes and think about how you could contribute to improving them. Being able to articulate your ideas during the interview will show your proactive attitude and commitment to the role.
We think you need these skills to ace Senior Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management, particularly within a SaaS environment. Emphasise your client-facing roles and any specific achievements that demonstrate your ability to improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, address the key responsibilities mentioned in the job description. Explain how your background aligns with their needs, particularly your experience with ITIL frameworks and service improvement plans.
Showcase Relevant Skills: Highlight your proficiency in service management software and tools, such as ServiceNow or BMS. Provide examples of how you've used data to drive improvements in service management processes.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with client relationships and incident management. Be ready to discuss specific scenarios where you successfully resolved client issues or improved service delivery.
How to prepare for a job interview at Lorien
✨Showcase Your SaaS Experience
Make sure to highlight your previous experience in a SaaS environment. Discuss specific projects where you improved service delivery or client satisfaction, as this role is heavily focused on client interaction.
✨Demonstrate Your ITIL Knowledge
Since the role requires an understanding of the ITIL framework, be prepared to discuss how you've applied ITIL principles in past roles. Mention any relevant qualifications you hold, such as ITIL V3 or V4.
✨Prepare for Client-Facing Scenarios
Given that this position is 80% client-focused, think of examples where you've successfully managed client relationships or resolved issues. Be ready to explain how you handle difficult situations and maintain strong partnerships.
✨Emphasise Data-Driven Decision Making
The job requires a data-driven approach to service improvement. Prepare to discuss how you've used data to identify areas for improvement and measure success in previous roles, showcasing your analytical skills.
