Service Manager

To oversee and manage the processes and technical services that underpin HR, Finance and Commercial within Met Business Services. They will be responsible for liaising with multiple Service Providers, ensuring that SLA's/KPI's are adhered to and Incidents and Problems are handled appropriately within our framework model. As part of the delivery lifecycle, they will be responsible for the acceptance of change into live and provide key stakeholder management where applicable. The individual will also instil a culture of continuous improvement in a supportive and inclusive workforce. This role does not attract Shift Disturbance Allowance. If you are currently in a shift-working role, SDA should cease upon appointment to this job.

• Provide oversight and support for unforeseen incidents across the MBS service portfolio, ensuring timely resolution in line with agreed SLAs/KPIs. Act as the primary coordination point between service providers, DDAT, the service desk and business users during incidents. Establish timely stakeholder management and communications to the service desk, business units and front-line staff/officers. Lead the completion of Post Incident Reviews (PIRs), ensuring root causes are identified and preventative actions are tracked through to completion.
• MBS Change & Release Management: Support coordination of change, release and maintenance activities across MBS-service portfolio. Work closely with the MBS teams, service providers and business stakeholders to ensure changes are assessed, scheduled and delivered effectively. Provide operational input into change forums (e.g. CAB, triage) to ensure risks, impacts and dependencies are understood. Monitor change execution to ensure minimal service disruption and high change success rates. Excellent strategic and critical thinking capabilities to apply in differing scenarios. Excellent customer relationship, stakeholder and supplier management. Self-starter with a proactive approach to activities and responsibilities. Creative and results-orientated approach to problem-solving. Strong set of analytical skills, including an ability to analyse, interpret and document trends and variances where applicable. Focus on customer service and a continuous improvement mind-set. The ability to quickly get to the heart of a problem and propose effective and efficient solutions. Ability to work well under pressure.

• £48,995, which includes allowances totalling £3,009.